Eldo coached frustrate customers with genuine refund request

On January this year (2019) I bought a ticket on their website and paid with my debit card. However the transaction took about three days to go through so I was not allowed to board the bus since by the time the transaction went through late with regards to my departure date. I wrote an email to them in February the next month requesting a refund and I was told to scan a copy of the card I used for the payment and attach a bank statement showing that the transaction went through of which I did. After about a month I I called to find out the progress only to be told that I was supposed to filled a claim form which was never emailed to me. The person who answered the call told me that the person in charge was not on duty so she will refer my case to him or her when he or she reports to duty. After about a month of not hearing from them following our last telephonic conversation I called again but it seem no one is willing to help email the claim form to me. As I am writing this post I have still not receive the said claim form. I think this is a strategy of Eldo coaches so that one get feed up for chasing a refund with them because after looking at the cost of calls and the amount been claimed one will get fed up. I am very disappointed with the services of Eldo coaches.