Originally Posted by FreFly

After a week and a half, there is progress: I got a message from customer service that a certificate has been issued, and I can see it on my account. But PPs were not refunded.

Looks like United is doing hot-potato customer service. When I replied and pointed out that PPs were not refunded, my request has been forwarded to "Refunds". Not sure why the agent who issues the certificate could not also process the refund. Looks like the process of handling downgrades is broken.