Sorry to hear about your cancelled trip.

I checked the Trenitalia site and it looks like the only way to get the refund is via e-mail to the address you mentioned.

The telephone numbers shown don't work when calling from abroad, as they are for domestic use only; Trenitalia is also famous for being very slow in responding. You can of course try sending a letter to their postal address, but I doubt it would be more successful.

The refund system basicly works with traveller going in person to a station and showing his ID and the ticket to get the money back, so all other options are less used. Also be advised there is a cancellation fee from 20 to 100% of the fare according to the type of ticket.

If I can be of more help let me know. Bye, Paolo Trieste Italy