So, which bit of this in their response to you makes you think they did not take your request as an appeal?
Thank you for your Appeal/Enquiry. Please be advised your Appeal/Enquiry will be reviewed and responded to within 28 days.
Whilst you claim it was an "enquiry", they seem to lump an appeal and an enquiry together.
Have 28 days passed since you made your "enquiry"? If not, why did you think that appealing before a response would serve any purpose?