Greyhound fail to pay refund after bus was canceled by them!

I'm October my cousin bought a ticket from Cape Town to Durban. Greyhound canceled the bus. She had to book another bus using her own money. She has since been trying to get a refund through email communication. There is no progress and any hope of her getting g her money back. R700 IS A LOT OF MONEY. PLEASE REFUND HER!