Yeah, not my first time to this party. Several years ago I had a similar situation and it took me two years to get the refund. In the end it only came through because (at the time) I was moderator of this forum and the FB lurker took pity on me and processed it himself on his last day before leaving the company. He said it was common for those things to lie in a tray for months or years and nobody would touch them.

I filed an official complaint and on Monday I'll contact the Spanish consumer affairs bureau and if necessary an attorney.