They have a period of time to reply to your request. check the current process of your request. If you can't find a resolution to the issue, contact Upwork`s customer support to help you. We can't help you through the forums with this issue.
Dean P wrote:
I have asked for a refund from my freelancer and is showing 'pending' since the 23rd of July, how do I resolve this and get the money back?
That means your freelancer is not willing to refund and the time-limit to dispute has passed. "Requesting a refund" is just that. A request.
No point calling Upwork.
I checked your account and it looks like a Customer Support Agent has reached out to you through your support ticket. If you have further questions for this refund, you can respond on the same ticket thread and the team will assist you further.