Aviator99 - yes, you are correct. It shouldn't take this long. VX needs to set up a process to handle this type of call better. Why couldn't the agent who took my call yesterday ask for my record locator and inform me that the refund was processed instead of asking me to call back later and have me transferred to Guest Services? That would have diffused my anger and would have been a more efficient approach to handle this situation. Now I have to check with my credit card to make sure the credit is posted.
My thinking (which I admit may be completely wrong, although it's from past experience) is that you really do need to speak with guest services in order to get this question really answered. I think that the *2nd* agent you spoke with did what she could to diffuse your anger, and that *she* is the one who screwed up. The first agent was likely correct in saying that (s)he could not help you. I would not trust anything the 2nd agent said. You *really need* to speak with guest services for anything having to do with past flights. You should have followed the first agent's advice (and now it's too late to call again for today).