First to make it clear, I'm an avast user and not an avast employee, so I'm not speaking in an official capisity.
I don't know what your initial ticket was about as depending on what it was it could have a lower priority than the refund ticket. If sent on the 2nd, even on a low priority I would have thought you would have had a response.
The refund ticket would normally have a high priority but that would start from today and could follow the estimated time frame given before.
Is this ticket ID for the first ticket or the refund ticket ?