Frustrating Experience Digital Photo Packages

Hi all. I had my first cruise recently last month with MSC Seascape. I purchased the digital photo package but was never told that I should download the photo before disembarking. When I tried to download the pictures after disembarking it would not let me do so and gave a contact number to reach out. I reached out to them multiple times but all the time they give an excuse that they've not heard back from the ship and even refuse to refund me. Not sure what my options are. I had a great experience on the cruise but this kind of tainted my experience.