BAD SERVICE. PAY DE MONEY

I booked 2 tickets for my self and daughter for a Greyhound Dreamliner from DBN to JHB. However before departure date i had to cancel my daughters ticket. So the T's & C's state that refund requests to be submitted 72 hours prior departure, so i contacted the call centre and spoke to a gentleman who advise me to email mpho mabote. I sent Mpho and email explaining in detail that i required only my daughters ticket to be cancelled and refunded and she responded with telling me it has not been cancelled and the departure date had passed. Mind you, the departure date was 26/12 and i emailed her on 22/12. I have NOT received any response form her nor Greyhound afte several emails were sent regarding my refund.THIS IS TOTALLY BAD SERVICE contrary to their Dreamliner bus. PAY DE MONEY GREYHOUND