Money Back Guarantee

So I sent in a request to get a waiver/refund on some charges I had before, and after two weeks, I noticed that there wasn't an updated credit to my account. I emailed and asked about it, and this is the super helpful response I got:

Thanks for your email. Due to the volume of submissions we are unable to confirm receipt of each one. If you wish to receive a confirmation, please print one from the fax machine that you sent your fax from or complete the online opt out form. All who have submitted complete opt out/waiver forms will have the fees reversed to their account by the end of February.

Sorry? So my confirmation that you got my request form is my fax machine's little fax report? How did you leap that chasm of logic, may I ask??

I'm just going to take it to mean that as long as I sent a request form, they are basically guaranteeing that the credit will be applied, and that they have no excuses because they're that confident. Fine. I eagerly await my money back.