Bad customer Services

I was charged full amount for a 2year old bus ticket yet I wasn't supposed to pay. I had to carry my son from JHB Parkstation to Queenstown as I was advised by the EagleLiner bus driver that I need to make space for an adult to sit then I must send an email to Busbud and Eagle liner for my full refund but to date I haven't received any feedback on an email I sent 2weeks ago already