i hear you....i've been there before....i even have an email chain with them that proves that they don't bother to read the mails before replying....the conversation went something like this:

me - i cancelled a ticket 4 months ago....i've received the taxes & surcharges amount back but am still waiting for the miles to be redeposited from your end....please let me know how long it would take....

them - we have initiated the refund back from our side....we request you to check with your bank....

me - please read my email again....i stated i have received the money back....i want to know when the miles will be redeposited....

them - miles will be redeposited 3-4 weeks from cancellation....

me - but i mentioned in my first mail that it has been 4 months....how much longer will it take????

them - it takes 3-4 weeks from the cancellation date....as far as the taxes are concerned we request you to check with your bank....

at this point i just gave up & escalated the issue with a contact i had at flying returns....the miles were back in my account later that week....