Greyhound/Citiliner Worst Experience

I booked 4 return tickets to Durban for November.I sent them an email to cancel the tickets and I got no response.I then decided to call them which they make you wait and wait and the agent I spoke to said they are processing the refund and they will get back to me which they never did.Days after I call them and the lady said I should have wait at least 21 days…..Their policy says 24hours but now they dragging theirs feet..WORST SERVICE EVER FROM THESE BUS LINES