My flight out of ABQ was canceled last week, a day prior to the flight. Because of weather, about two days of flights had been canceled prior to that. This meant that AA didn't have any open seats for five days. The customer service rep I spoke with told me that I could get a refund because of this.

I discussed it with my family and called back. I got another customer service rep who said I had the same refund options for the same amount of money. I agreed to do that. She took about five minutes to process the refund, which makes me scared something wasn't working, but said she refunded it and it would show up on my credit card in 24-48 hours.

It's been 120 hours and I haven't seen the refund. I called AA again, and they told me that I might have to wait 7-10 business days for the refund to process. They also directed me to the information of refunds on their website. This led me to the www.refunds.aa.com website. I entered my ticket number and was told that "No refund requests have been entered for this ticket."

Does this mean that the customer service rep never processed the refund, or is the website completely separate? If the rep didn't actually process my refund, this could be a big problem since the refund amount indicated by the website is significantly less than the amount the reps told me.