Bad service I need my money back

I asked for a refund for my bus ticket as I had to cancel it due to emergencies they said it within 15 working days for refunds so I am on 21 full working day now but they tell me of backlog of December and people are no longer traveling that much as holidays are over schools are open so what might be delaying my refund as I really need it as in yesterday I was not gonna cancel if it was not MG situation I had to borrow money to book again as they said I can't top it up if I already canceled I must wait for my refund my ticket number STAWTEH01