We understand how frustrating waiting can be. Your case is currently going through our internal review process, and our support team will keep you updated as soon as the procedures are completed. Thank you for bearing with us.
If you guys truly understand how frustrating waiting to get your own money can be, then why can't you expedite the whole process. I mean, OP made this post in May, and the issue occurred in April, that is around four months of waiting for your customer to get their money back, i am afraid, that is not good enough.
What exactly is the delay? OP said they had submitted everything you guys asked for, but your response is still the same, and it is exactly the same response you just posted four months after: "the case is under review", how pathetic.