I changed a refundable ticket's itinerary on Sunday thru the Web Support line because online I kept getting error.

It resulted to a few hundreds residual value which the agent said would be refunded to my credit card even though the original form of payment is a combination of TCV and credit card. She said it would be within 48 hours but I seriously doubt it.

I have not seen anything showing up on my credit card. What I am worried is the refund might be in limbo when the system detected the original form of payment(s). I called Web Support to check on the status. The agent said in the system it showed "refunded" and there was no TCV reference. But he could not tell where the refund has been sent to. (or for that matter, being processed or not!)

Do I still need to submit a request online to request the residual refund?

When I check the refund status, I got this error message.

Unable to process this request.
Please contact your Customer Service representative at 1-800-UNITED-1 (1-800-864-8331).

Does this mean the refund has never been processed?

A year ago when I canceled a refundable ticket on line and then submitted the request online, I only got the refund on the portion of CC payment which was relatively small comparing to the TCV value. I had to call refund dept and requested it to be re-processed, else I would need to file DOT complaint as online it showed me the Full Value of the ticket would be refunded (just over $1K). With a few days of the follow up call, I got an email with a new TCV. I wonder if I have to go thru the same process again.