Yeah... I'm not sure how to fix this.

I imagine they don't give a guaranteed timeframe for rollback requests... cuz then it would make them "reliably" exploitable. Not accusing you, just saying if it was known rollbacks always take x amount of time, then it would be gamed out by those with nefarious intent.

I do agree that it should be possible to cancel the request if it is taking too long though... as this truly is a no win situation. The genuine player in no way benefits from a cancellation request.

Only thing I can recommend is escalation, my boomer dad has gotten a ton of free crap from various companies over the year by tracking down executive's company emails and sending them gripes about his issues with products/services directly. Anecdotal, but he sent VP of something department an email a day where he only changed a number in the body of the text "So and so, it's been x days since I contacted customer service about my issue and I still haven't received a reply about how this will be handled." until that person contacted him and was like... WHAT?! Then Customer Service magically contacted him and resolved his issue immediately.