When does the customer service reply?

My credit card payed 7times😂 buying Sketchup Pro.
I asked for cancel to customer service at 12hours ago,and reply is not yet.
I was very upset by the so many payments and I hope to get a refund as soon as possible. However, I am worried that it was communicated well because I did not get any mail that I made an inquiry. How long did it take for everyone to respond to the inquiry?