Bad customer service & unable to process a refund.

I am really disappointed at the way of which greyhound/citiliner coach lines treats their customers. Firstly I have submitted all refund documents dated on the 29/01/2024 and todays date is 22/02/2024 and i have still not recieved my refund as yet. When call the company, they say the person who i emailed my documents to is assisting my refund process but when i attempt making contact with this individual, she does not even respond to her emails and when i ask the consultant on call to forward me to this person, the call breaks off. So is this person denying the customer a refund?? Secondly i had an incident whereas i booked to travel from the ballito area to secunda, the address shown on the ticket stated 180 main street. When i app**** that address to the navigator it took me to 180 main road but that was not the place where the bus was picking up from and i missed the bus. Please correct the street name on the ticket within the ballito area because the correct street name that the bus picks up from is douglas crowe street, which happens to be the shell garage across the food*****s market. I also had a bad experience when taking the bus on the next day. There was water leaking from the roof onto the passengers and there were ****roaches running around within the bus. Please make the necessary adjustments to fix all of these issues.