TC holiday extra refunds - advice needed

[Miss_Shell]

Hi all,

I recently upgraded our inbound flight with TC and was told we were due a refund as we had already bought some of the extras included. I have been told three separate timescales for refund:

3-5 days
5-7 days
10 days

We are now on (working day) 11 and no sign of said refund. I spoke to both their customer services and online chat, both advised they cant escalate to a complaint and to fill in a form. Unfortunately you cannot fill this form in if you've booked flights only so a bit stuck.

I've submitted a complaint via resolver but I dont know if TC are obliged to reply.

Has anyone else been in a similar position and have had successful refunds for this kind of malarkey?

Thanks in advance x