Bad service

What happened to one of the top bus liner in SA has now become a total nightmare.. I booked Tickets with Greyhound from Johannesburg to Cookhouse, on the 03 December 2022 the trip was cancelled and I was battling to get ahold of the customer care of Greyhound to cancel and refund the tickets after many days i finally managed to get ahold of a consultant at Greyhound customer care the tickets was cancelled eventually on the 07 December 2022, The consultant said that I would be refunded and needed to complete a form which I have e-mailed to them which I've done, no response of acknowledgement for my mail from the company and still no refund of R3300.