I work there and there are so many refunds that they have to process rebookings as more of a priority. When you have someone stuck and need to get on another plane they are working on that first. The refund team in Mexico is very backlogged and other ticketing centres are working hard. Other teams are being trained to do refunds also but they have their normal work to do. It's all a papertrail and everyone will get the refund. Might have to wait till things get back to order. CURE aka customer relations handles every email and they are slammed also. Hang in there.