Refund from Eagle Liner

I'm very disappointed as how a company as big as Eagle Liner handles their companies. I was meant to travel from Aliwal North to Johannesburg on the 29th of Dec but due to unforseen circumstances I had to cancel my trip. I then tried calling this company on the 24th of December 2023 to make a trip cancelation. I held for the next available agent for more than 30 minutes, I was then referred to their WhatsApp line. I then texted and I got response though they took long to respond. They helped me with the cancelation and I was told that they will deduct 20% cancelation fee and I will get the remaining balance with 15 to 30 working days. It's now been over 2 months and I still haven't received my refund and they have stopped responding to my texts and I still can't get anyone at their call center. I've been very patient with them and I don't know what to do now.....