Poor service

I booked a bus from Qumbu to JHB on the 2nd of January 2023 and the bus didn't show up and no communication was made for this, I got through to InterCity costumer service of which they help to cancel my ticket on the 2nd and I was promised a refund which would take 15-21 days but still it hasn't been processed and there's is no clear communication why that is the case. Busbud has been my booking site and never disappoint because I always book my intercape bus bookings with them and I've never had any issues, this time around I don't know whether the issue is InterCity or what but this service is really poor and frustrating.