Ticket refund

We purchased return bus tickets from Johannesburg to P.E and only realised on our way to P. E that there is no toilet in the bus and one of us is diabetic. We cancelled the return ticket on arrival 6 November 2018. They said we will get the refund in a weeks time. A week passed. We contacted them first week of December and they said they waiting for go ahead from the manager. Called again on 6 December 2018, they said they gave the manager the message but she didn't get back to me. Sent an email 12 December 2018 to customer care, they said they will forward it to the manage Dikeledi. I never got a reply. Called again yesterday 18 December 2018, they said it will be done by end of business. Called again today 19 December 2018 spoke to Thobile, her response was that they didn't get my complaint and therefore she doesn't know when we will get our money back. I'm livid at the bad service we've received and the ticket was cancelled on time. All we want is our money back.