Very frustrating data point:
On March 29, a phone agent told me she was issuing a refund request after my April flights were canceled.
On March 30, customer care sent me an email saying that a request was sent to the refund team and it should be refunded in 30 days.
On April 25, I followed up with an agent on messenger who said it was in process and might take more than 30 days and I just had to wait.
On May 5, I followed up with an agent and said the refund was never requested, and if I haven't received an email confirming a refund request has been placed, with a refund request confirmation number. She then put in a request, sending me to the back of the queue, saying I should wait...30 more days.