Greyhound - Dissatisfied and dissappointed at the level of service

I cancelled a ticket for a return trip scheduled for december 2018, On 19 oct 2018. I spoke to Mpho Mabote who asked me to send an email with my banking details, of which i did. She then send me a response stating that i will receive a refund within 5 to 7 days. I sent a follow-up email on 29 oct 18 and did not get any response. Then i called their call centre number on 30 oct 18 and i spoke to Sne Mkwa**** and Tebogo Tuge who both indicated that Mpho was on leave and they both took my details and promised to do a follow-up for me and call me back, which they never did. I called again today on 31 oct 18 and was told that Mpho is on leave i must leave my details and they will come back to me, when i refused and insisted on talking to someone who can help me with my refund i was put on hold until my airtime got exhausted. I struggle to understand that when someone dealing with refunds is on leave then greyhound comes to a standstill. Right now i need my money cause i want to book another bus. 7 days has lapsed and no-one is willing to help me get my momey or at least give me an update on the process. I'm dissatisfied and disappointed at the level of service i received from some staff members at greyhound.