Disappointment in ELDO Coaches' service.

My mother booked a return ticket between DBN/ EL in December 2020, she cancelled the trip before the date because she was showing COVID-19 symptoms. After the cancellation she requested a refund and was informed that they will only be able to do them in January. I kept calling them to find out what is the hold up and the response was that the refund was added onto the list of refunds (pending payments).

There has been no correspondence to date, the call centre agents say that the query is on the refund list, the manager whom I was referred to doesn't pick up my calls and ignores W/A messages.