Greyhound - Refund Department Non-Existent

I needed to cancel my father's (74 - SASSA Recipient's) bus ticket on the 17 November due to ill health. The call Centre agent was prompt to send me the documents and I thought at that point the service was okay. THAT IS WHERE IT STOPPED. It has been a month, the documents were submitted the same day and I still have not received a single confirmation from them that they are busy with my refund. When you call their number you are given options (Option 2 for cancellations and refunds) you then get directed to a call Centre, they put you through to their refunds dept. (which has a pre-recorded message that the line has been disabled) this has been an ongoing struggle since then. Today when I finally got to speak to someone competent enough to actually LISTEN to what i have been experiencing I was told that the call Centre does not have and struggles to get hold of the refund department. FIRSTLY - I WOULD LIKE MY FATHERS REFUND BACK SECONDLY - WHY DO YOU HAVE LINE WITH VOICE PROMTS IF NO MATTER WHAT OPTION YOU PRESS YOU COME OUT TO A CALL CENTRE THAT CANNOT ASSIST.

Can someone from the REFUND DEPARTMENT that is not a call Centre agent contact me please.........