Shocking

Good Morning. I requested a refund from Toyota last week, I was told that it was in validation stage and I should receive feedback in 48 hours. It is now well over a week and I am yet to receive the amount or feedback. And furthermore their staff writes emails in shorthand (text language) . I was also charged for insurance for some time as per the invoice although I have been insured with Outsurance. I have also received an invoice with a credit total due amount and a statement without this amount when I ask for clarity is seems no one received training for this. I am utterly shocked.