Greyhound dishonouring their policy to customers

Well it was a mess to get the right price out of them in the beginning and there review about there new bus liner was so.great that we booked 2 return tickets to George and back to Jhb. Unfortunately i got a serious medical condition with my back and was in hospital since the 23 December 2019 and my partner had to drive alone down as it was her daughters wedding. She complaint that although the seats were great still her bum got sore and the bus was very noisy as the people inside screamed at each other and kicking your seat. We phoned greyhound a week before we had to climb and told them that I was unable to go due to me being in hospital and my back won't make the trip even if i could get out sooner. We were told to just send them the ref number of the ticket and a doctors letter and then they would refund the ticket. I arrived home only on 10 January 2020 and i am booked off until the 10 February 2020 , then go back for further review. Its been 3 weeks or more and still no refund, they were phoned and emailed on the *** & 14/1. Today I give them all the days and spoke to the supervisor, she said they never received any mail and now they want proof of the ticket, this is ridiculous as it is there own ref numbers and ticket numbers and they can not even go and check it themselves. Now I ask you , is the the way you would like to be treated and if we were more than patient...They said that only after receiving the ticket will they attend to it and it will take another 7-14 days. The reason why i am worried is that every time we phoned and ask if they received the mail.they said yes and will come back to us regarding the refund. It is now more than 3 weeks and still no response from them. My bus ticket number is REFERRING TO BOOKING REFERENCES:

B5UJWGY4

B5UMNGJS