I feel for you. I fly everybody and have seen received delayed refunds from just about any and every carrier. Lots of variability, which we pax suffer through. My take on the whole process is that all the carriers seem to have a "refund" department (UA has one of the biggest, and complex, IMHO). A lot of personnel in the loop have varying skill and training for what they do. What has worked for me is to stay on the case myself. Keep a notebook ledger if poss. Calling earlier in the morning has helped. And certainly sticking with it.

One thing for sure is that ticket numbers, those 13 digit numbers on every ticket that start with the airline's 5 digit identifier, followed with the rest of 8 digits that make up the ticket, are a key thing., Most refund personnel can work with that and relate to it. I believe the those 13 digits are God. Everyone should write them down and never lose them. If you are getting shined on (can happen anytime by anyone in the loop), stay cool and do a HUCA, waiting perhaps a day or two, but not waiting more than 3 days. '

I had a 2 week marathon that concluded this week with UA, on which I had a GS ticket using their Travelbank funds (will never use that route again). Most of the agents didn't know how to work with it and blamed things on something else. Fortunately, I hit someone who knew what he was doing and I got the refund.

Refunds can be tough and require persistence and staying power. A lot of people can be in the loop who are poorly trained, and thus are not equipped to help you. One needs the ability to simply outlast one's adversary (the airline's refund department). And, know when you are being blown off, and stay on the case with yet another HUCA.