6 years and still waiting for a refund, despite promises

Airline tickets to Portugal purchased online 6 years ago and still today we do not have our refunds despite numerous emails, phone calls and being pushed from pillar to post. We were issued vouchers which we were instructed to take or we will not receive our refunds. Everything TAP asked for was done from our side immediately, yet all we receive from them is and I quote: "The refunds department is working as quickly as possible to process the large number of refund requests, we kindly ask for your patience." The excuse of a large number of refund requests simply does not suffice as a justification for such an egregious delay.

While I understand that processing refunds may entail a certain amount of time and resources, allowing a refund request to linger unresolved for such an extended period is wholly unacceptable. Six years is an intolerable length of time to expect a customer to wait for what is rightfully theirs. TAP's request for patience is now unreasonable and insulting. It implies that I should continue to endure this unacceptable delay without any indication of when my refund will be processed. This level of incompetence and disregard for customer satisfaction is utterly inexcusable.