Greyhound Refund

I booked on Greyhound from Plk to Hre on th 14.6.2019. The bus did not pick me up as scheduled at 23.15pm. As at 2.28am, still no bus. I was instead informed, the bus would take a further hour or more to get to me. Such a delay, would render my trip useless, so request a refund. I sent an email to this effect on 16.6.2019. The person responsible for refunds(Mpho) did not reply me until, 1.7.2019. She informed, refund would take 5 - 7 working days. At the date of this complaint, 19.7.2019 (14working days later), refund was not made. I called today and as always, Mpho never answers her phone. I sent an email and wonder how long, i have to wait for a response, let alone, a refund. Who can help me?