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My husband has booked a cruise on Msc Armonia last year for cruise departing next April through an American travel Agency and when he heard that Msc eliminated fuel surcharges even on those who have already booked their cruise, he wrote to the travel agent in USA (and we had already paid the full cruise amount). The agent made arrangements with MSC and yes we did recieve a monetary refund in our Visa of $107 dollars for a 12 night cruise. I think Msc did a very good thing about this....not always hearing the negative sides of this cruise line!!!!
It is possible the majority of cruise lines have opted out of a refund and are giving a credit on the seapass account, so when you recieive your tickets or you check-in at the port you will be notified as some have put a refund on the price of a barrel of crude oil being less than a certain amount and some have stated that is $60/65 so this might explain why your TA is saying they no nothing a bit like Manuel in Fawlty Towers but hope it works out OK for you and you do see a refund.