Greyhound bus service

On the 25 December 2023 Ive purchased bus tickets to Durban from jhb, and had an emergency that forced me to cancepl the trip, and I called the same day to do so, up until today I haven't got my money back, every time I call I'm told is pending and wimm be release on Friday as they only release payment only Fridays, it's been 4 months already and no one seems to know what's happening. When I call their line I'm always transfered to refund department and the line gets cut every time, their services are very bad and thier agents are very unprofessional, they just transfer you even if you tell them not to.... All I'm asking for is my refund of R1400... *** is my no