Greyhound is *****ing money from customers

I booked a Dreamliner greyhound bus from Durban to Pretoria station on the 26th of September 2017. However, the bus was cancelled. Instead passengers travelled in an ordinary bus. I was told that I will be refunded the price difference. I filled in a refund form at Pretoria station on the 27th of September. Gloria informed me that she will fax the form to customer service department and I will be refunded after 3 days. 3 days have lapsed and I am still waiting. Today I called Greyhound customer service and I had to hold for 7 minutes before I could speak to a consultant. This is unacceptable given the fact that I will only be refunded R110. This implies that part of R110 was used to pay the phone call that I made when I called the customer service. Maybe my refund will only be R80. This is terrible customer service. Why did you promise a Dreamliner bus if you were not going to provide it in the first place? Stop *****ing money from customers to reach your profit targets!