Extremely Poor Service and No Refund from Greyhound/Citiliner

I am extremely disappointed and frustrated with Greyhound/Citiliner’s terrible service and lack of communication.

I purchased three tickets to Durban around the 6th of October 2025, but unfortunately had to cancel the trip due to my father’s funeral. When I contacted Greyhound/Citiliner, I was told that my refund would be processed within 21 days. It’s now been well over that period, and I have still not received my refund or any feedback regarding the status of my request.

Every time I try to call their customer service line, the call gets cut off. On one occasion, I managed to speak to a call centre agent who informed me that I cannot speak directly to the refunds department because “they don’t pick up their phones.” This is completely unacceptable!

I have tried to be patient, but at this point, I feel ignored, disrespected, and ****med. Greyhound/Citiliner clearly does not value their customers or take responsibility for their promises. I will never use this company again, and I will never recommend them to anyone.

All I want is the refund I was promised, and an apology for the unprofessional treatment and inconvenience I’ve experienced.

Please sort this out immediately.