Poor customer service, refunds takes ages!

Had to cancel a bus ticket, asked for a refund on 8 July and still received nothing. First it was said 21 - 30 business days and when I followed up again they said it would take 30 business days or more for the refund. How can this time keep on changing? What is wrong with their system and how are some people able to wait so long for a refund in today's time with every aspect of life being so expensive? I asked for proof and they send an image where it is typed: "Refund customer" and that is all, no concrete evidence that the return has been logged on a system for payment. Pathetic customer service!