Ticketpro refunds takes how many years??

I went to food festival month ago ,and their event was using a ticketpro which was not a problem,but only to find out that they'll be having one poor stall of bevarages with limited stock and that lead someone of us still having funds in the band, they send is a link to complete for refund , I wrote too many emails but still nothing , they keep asking one question if I've completed the form which I did more than once.