Eldo Coaches is a nightmare of a company

Eldo Coaches are ******, I made a bus booking on the 13th of April 2022 as I was planning to travel. A week later I had to request cancelation as I was no longer going to the said destination. I contacted their call center and spent more than an hour holding and no one could assist. Phoned again following day, same thing happened I waited and waited on the line and finally someone sent me refund forms which I immediately completed and sent to the provided email address. To date I haven't received my refund, I'm sent from pillar to post. The whatsapp number is a nightmare and I was given a number that I can refer my complaint to "Lloyd", same experience I'm getting from him it's either he doesn't take my calls or ignores my messages. What kind of company that doesn't have proper policies governing their service standards. I'm sure they do not want to repay me my money they want me to give up. Ticket ref ACEEVE