关于在dollar.co.uk取消定单的操作

我9月6日下的定单，7日取消的。按政策，预定的7日内取消全额退款。取消当时，我收到一款邮件：Thank you for your cancellation request. Your Booking will be cancelled within 12 hours and you will get an email confirming your cancellation.但至今就再没收到取消确认的邮件了。前两天我发邮件给dollar.co.uk上的邮件去问，今天得到回复为Thank you for choosing Dollar Rent A Car. But unfortunately I can not help you on this matter because we do not do cancellation. You will need to contact the travel company who setup the reservation with。现在的回复看他们并没取消我的定单，还要我自己联系什么travel company who setup the reservation with.我刚刚发邮件把收到的取消需求邮件发给他们确认，不知会有什么结果。请问各位在取消定单后，12小时内收到取消确认邮件的吗？退款什么时候到账的？