48 hours turn around time yet nothing in 10 days!!!!!

I sent an email on the 26/03/2018 to toyota finance as per consultant's instruction to request for a refund after making two payment to my car finance account. I received an automated email notifying me that someone will contact me in 48 hours. I did not receive any call until i called back on Wednesday 04/04/2018 to my surprise, the email was still in the box and not attended to. The consultant then assured me my refund in 24 hour. 24 hours later when i called, another consultant told me that a refund takes 3-4 working days, mind you my email was sent 11 days ago. I requested to speak to a senior only to be put on hold for more than 20 min. This is really frustrating!!!!! This is the worst service i have ever received in my 5 years with Toyota Finance Service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!