MSC Cruises complaint: Approved refund delayed and no agent seems to know why

I was to be on a cruise in December 2021 but due to several changes in the itinerary I exercised the option provided to me via email from MSC to cancel and get a full refund. Since the booking was done by Derek Reynolds, the travel agent, he made the cancellation and sent me a text ing such. He was told that it would take 60 days for a refund. Upon the 60 days passing he inquired and was told that the notes did not reflect any request for cancellation. After many attempts to get this resolved I sent an email to several of your executives with some supporting documents. A couple days after I received a call assuring me that I would get a full refund and was provided a claim number for reference (2-15431341134). I have followed up multiple times and no one seems to know where the refund stands or when I can expect it. One person said that it would take 60 days but we are once again past that window.