No refund

I canceled a bus ticked and app**** for a refund via email and attached all the required documents on the 08th of August, however i never received communication from Greyhound. I called them and they took my reference and said they will get back to me but they never did. I called again in September and i spoke to Patience who asked me to send another email on the 08th of September with the required documents attached, and i did but i have not received my refund or any communication from Greyhound.