I bought a 2-way flight from SFO to MXP with Level, and the return flight was supposed to be on Aug 15, 2021. On July 26 I received notification that the first segment of the return flight (MXP-BCN) was cancelled and the airline was offering to anticipate the return flight by 24 hours to the previous day, Aug 14, with a 20 hour layover in Barcelona, and then continue the flight on the original segment (BCN-SFO) on Aug 15.
I couldn't leave on Aug 14 and I couldn't enter the US after Aug 15, so I contacted Level through their chat to ask for a different solution; for example there was a flight from Venice they were offering on their website which was connecting in BCN on Aug 15 just fine for the second segment, but they said that they could only change the date of the flight, not the route. Therefore I started the refund process through their system on Aug 2 and bought a flight with a different airline to leave and arrive on Aug 15.
They replied on Aug 9, proposing a change of dates (but the dates on their websites didn't fit in my schedule), or with a voucher. I asked for a cash refund, to which they replied that they were "reviewing the situation I informed them of", and then disappeared.
I asked them again for updates on Aug 14, then every ~2 weeks until now, Nov 25: they always replied mentioning some "technical issues" with their IT systems.
In the last email I asked them for a voucher (which was what they initially proposed) to buy a new ticket in April (they are currently not flying to/from SFO until March 2022), but they "cannot proceed due to the same previously mentioned technical issues" and that they will "reach out as soon as everything is settled".
Is there any limit on how much time can pass before receiving a refund? I checked the EU passenger rights but I don't see any mention of it.
Edit: on December 2, three days after writing this post, the airline contacted me saying that they refunded my card. Hmmm...