No refund

I bought a ticket on September 21st at shoprite,the following morning I decided I will not be going to east london anymore ..I went to shoprite for a refund and they told me that eagle liner does their own refunds and that I should use the contact details on the ticket.I then took their WhatsApp number and contacted them on the 22 September.They took my ticket number and account details but still I haven't gotten my refund ,I was told to wait for 15 to 21 days and it went past..I decided to contact them again last week and they told me to wait another 15 to 21 days for my money..this is unacceptable eagle liner I want my refund