Dont book with Greyhound

I requested a refund from Greyhound 2 months before my trip. I agreed on the cancelation fee, Trip was scheduled for Octover 25th. It's now the 25th of November and I still haven't received it. Even though I was told tge refund will be paid into my account by the 1st of November LATEST. Tried calling in multiple times but Im unable to get ahold of a manager or team leader