I requested a refund for a fully refundable ticket online 6/52 ago. The ticket was purchased on aa.com www.refunds.aa.com shows the request,states that the ticket is eligible for refund without fee but has a notation that further research is needed.
I waited 4 weeks and with no action apparent sent an email 2 weeks ago via the refunds website link, No response/acknowledgment was received. A week ago I sent another email via the website and again have received no response,
4 days ago I rang the Exec Plat desk and they tried several times to ring the Refunds dept but the line was continually busy (no point me phoning from Australia then). The Exec Plat desk confirmed with Tariffs that the ticket was refundable but didn't offer any solution other than that I continue trying to contact refunds.
Is this standard customer service from this dept? Am I being too impatient? I am starting to think that my only option is to challenge the original charge with my credit card issuer but I would prefer to avoid that path if possible.

I have emailed Customer Service but am starting to doubt anyone at the end of those email links gives a damn.

Any suggestion?