Eldo Coaches and their bad service

I would like to complain about the level of incompetency when it comes to this company. I bought my tickets in December for my trip which was cancelled at the last minute then called eldo's to cancel my tickets, was then given instructions on what to do if I want to cancel and was told that an admin fee will be deducted from my tickets fare on the 13 Dec 2019 and was told I have to wait 21 working days which I did patiently so, now when I call the call center to enquire about my refund I am told I am number 768 which I don't understand how as I was told I need to wait the 21 days can someone please refund my money.