No Refund - Greyhound/Citiliner Coach Lines

Due to health reasons, I had to cancel my trip to Cape Town scheduled for 16 October 2024. My ticket number was GHAPZN901 for which I requested a refund on 4 October 2024, for which they acknowledged receipt as follows: Thank you for reaching out to Greyhound Customer Care. We have received your ticket (ID: 88673).

An agent will get in touch with you as soon as possible. We appreciate your patience.

To check the status of your ticket, please use the following link: https://helpdesk.thrifty.co.za/helpdesk/tickets/88673.

The link does not work, my e-mails have been ignored and when I phoned and asked to speak to the manager, I was told "He does not take calls from the public." I am still waiting for my refund, which seems to have vanished into the ether.