gray hound not good at all

i've bought a ticket on the 29th of November 2022 for the 16th of December 2022 a week before I left I decided to cancelled . I phoned them and cancelled i gave the agent my email address to send the paperwork to get my refund of a 1130 rand till today they didn't send the paperwork I've tried to phone back you battle to get through the option doesn't allow you to choose and after 20 minutes of waiting and hearing the same option you get cut off .I'm not happy with this and I don't know how to get hold of them