Back when covid started, I cancelled a trip purchased with 2x prior credits (on diff CCs) and additional CC charge. Supposedly, with this being a 'more complicated' refund, it took about 10 weeks - but all the monies were refunded to their respective cards.
Not sure what kind of staffing they have in different departments now compared to then - but I'm sure it's less than 'normal'. So if it's a submission about something in the past (ie: not time sensitive), it may take longer than usual/expected.