Hi Robyn and welcome to JustAnswer,Thank you for the question and your patience. Should you still need assistance for information purposes only...Initially, consider/try using a memory card reader and recovery programs for such purpose as a hopeful workaround. Please click HERE and HERE.
The video HERE may shed additional insight.
On the "...entitled to a refund..." and other billing & payment concerns, contact Customer Service to have this taken cared of prior to any / all other interactions.