How long to refund a travel agent?

Managed to speak to TravelUp in the UK about the refund of my return leg AKL-EU (long story but original ticket was STO-ZRH-SIN-AKL-SIN-ZRH-STO but changed by SQ to AKL-SIN-LHR when they removed all their STO and ZRH flights last March). We got stuck in NZ when flight after rebooked flight was cancelled by SQ and the eventual converting of the ticket to an "open" ticket to be used by 21st March 2021. It became apparent that this could never be used due to all the travel restrictions in NZ and the UK so, many months ago, I applied to TravelUp for a refund but had heard nothing despite sending quite a few emails requesting updates, but yesterday I actually managed to get through to their so-called customer services, she said that she could see all my emails and refund requests but they were not getting refunds from SQ and have been waiting for 6 months in some cases. I can't find how true this is because SQ won't tell me anything and just instruct me to go through the booking agent, I think I smell a rat with TravelUp and they haven't actually requested the refund but there's no way to prove it.

Anybody else been waiting so long for a travel agent refund?