Greyhound refuses with my refund due to Covid travel restrictions

In February 2020 I had booked Greyhound tickets to Grahamstown for my children going to their siblings graduation, due to lockdown all bus services were stopped and graduations suspended by universities. The tickets I purchased amounted close to R5000(five thousand rands). I phoned and sent an email to greyhound cancellation department for refund and no response and on the 23rd of March I went to Durban Station Greyhound offices to cancel personally and was told money will be refunded in 14 days, till today I have not received the refund. Their office lines are engaged and when I send emails response I get is they are closed and yet some of their buses were operational for window periods