Need refund from Greyhound Bus

Good day, I would like to share my experience with you. We travelled with Greyhound Bus from Port Elizabeth to Jhb in August 2023. From there we booked tickets back again end of August, but then we had to cancel same day as we booked, we had a family emergency. We cancelled, then was told to get a refund form within a week to get our money back. We did the form, emailed it to the refund department. We asked if received, got no reply. After awhile we send it again, then they said they received all our details. This was in mid September. We were supposed to get money back end September. But nothing. We send couple of emails after and phone calls. Just for a agent to say it will be paid in soon. I'm still waiting. It's December now. I emailed them last week, no reply, I even chat to them on Facebook. They asked me my booking number. Gave it, haven't heard from them. So I really need this money back, we are pensioners and we had to borrow money to come back home. Thank you Leona Stephanou