Bus Ticket Refund Query

I am still waiting for a response after I submitted a ticket for a refund on a ticket I had bought my mother to travel from Zimbabwe to come visit me here in South Africa. She was unable to travel due to Xenophobic attacks that had gripped the country and coincidentally her only brother fell ill and died in Zimbabwe, so we were instructed by the Zimbabwe office to claim a refund in South Africa. I went to the Park Station to fill in the forms and submitted the unused ticket, and have been waiting since. <br> <br> My reference number is T9QJVSGF