Severely confused Proof of Payments staff

I cancelled my subscription at the beginning of May. Eventually I received an answer last week Thursday that my refund will be paid within 48 to 72 hours. Later the same day I get another email from the same person I received the earlier email, stating that they have received my proof of payment and if I would like my service to be reconnected. I clearly stated that I NEED the money. Then on Friday I get a new email stating that my request for a refund will now be processed. Does that mean I will have to wait another two months with more proof of payments before I get my refund. How do I explain to my two kittens that I cannot feed them, because the people I am dealing with couldn't care less. The bit of food I still have in my fridge is also getting spoiled as I do not have the funds to buy more pre-paid electricity