Poor service on refund

Good day Please make a customer understand regarding the following messages as days are just turned into hours how does this work.

The fist message: Dear Valued Customer. Your refund request is in a validation process and you will receive feedback within 48hrs. *** From DIRECT AXIS

Second Message after 2 days: Auto Response [<AR***>] {***1} Thank you for your correspondence. One of our advisors will be in contact with you within the next 24 - 48 working hours, either via email, SMS or telephone. NOTE: This is an automated email, please do not respond

What does this mean we aint no fools please communicate proper feedback this is very poor from a registered trusted business to duck and dive. They just give reference numbers every time you query.

Regards Lucius