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Refunds are taking a long time right now. No airline has a million dollars sitting around waiting to refund the thousands of people whose flights were canceled due to the Corona virus. So, refunds are taking much longer than usual. 90 days is standard right now.
Also, phone calls are not the way to go. Anyone can say anything to get you off the phone and you will have no paper trail/proof of their statements/promises. If you have already applied for the refund, after maybe 60 days, you could email customer service with your claim number and politely ask after the status of the claim.