Eldo Coaches Complaint

I had booked return tickets from Carletonville to Cape Town for my husband and myself on the 22 November 2020. The tickets cost R2220 which I paid using my card number and CVV Number.I had to cancel the trip because of Covid related issues and asked Eldo for a refund. I sent the refund documents to the email address they gave me in the same month of November; but it is now the 14 March 2021; and I have yet to be reimbursed my money. When you call their *** number; the machine says you are caller number 1 but you actually wait for an hour up until your airtime depletes. Can someone help me- must I wait for 5 months before I am reimbursed when they took the money immediately from my account?