It takes time for a refund request to go through. Mine took a little over 13 business days. With reduced staffing, these things can take time. I would recommend reviewing when you opened your ticket and around business day 11, send a reminder request. I ended up with a pile of COTOs, for my mistaken purchase, which was honestly fine with me, it's easier for accounting purposes to just put it out that way, rather than "Store" money for an indefinite period of time.