Cancelled bus ticket 4 months ago but refund has not been paid

I sent a request to cancel a bus ticket on 16 November 2021. I was advised to send the following:

1) Copy of the ticket.

2) Bank statement showing the processed deduction.

3) Copy of the front of the card used is needed but the copy of the back is not.

4) Completed refund application form.

5) ID copy of the card holder.

I sent all of the above documents on 17 November 2021. I have been sending follow up emails to *** and the last response I received from them was on 18 November 2021.

I have tried calling their landline number and they keep on saying they are busy processing the refunds. Its been 4 months now and I am still waiting for my money. This is very acceptable.