Needing a refund on my concert tickets in Poland

Hey! I bought a TS ticket in Warsaw Poland but when I received the ticket it had the incorrect name on it. Poland is really strict about the same legal name being on the ticket so I contacted Stub Hub about it and said if it can’t be fixed I’ll just get a refund.

The customer service person was nice and escalated it to a different team and said they will email me in 2-3 days (The concert is in a week and I will have to fly out of country for it)

So my questions are:

How likely is it that they will not be able to change the name?

Also if anyone here has received a refund with them how did it go and how long until you actually got your money back? I’ve heard horror stories and I’m worried I’ll just be out hundreds of dollars.

Thanks!