Cancellation of Greyhound tickets

I bought a return ticket on 28th July 2026, from Pretoria to Mossel Bay, which I had to cancel as my husband fell critically ill and I couldn't use the tickets. I emailed Greyhound on 7th August, requesting a refund. I sent in the forms they requested. I emailed again on 12th August, no reply. Emailed again 21st August, and on 12th September, still no reply. I phoned 3 times, only getting promises. They owe me R1,100.00. I am furious and disgusted at the poor service.