CITILINER - pathetic

I purchased a ticket about a week ago via telephone for a ticket from East London to Albertinia for the 2nd of January 2021. Due to unforeseen circumstances by travel and holiday plans were changed. I informed CITLINER of this and i was told to email their cancellations department with the reference number C5522C9E and the reason why my ticket should be cancelled. I was also told of a 20% fine that should be paid. I had no issue with that and that it would take up to 3 days for a refund. This morning i received a email informing me that i have to wait for ANOTHER 14-30 WORKING DAYS. Now i am being given the run around to get my money back from them. That is totally unacceptable. I want my money back in my account today.