Poor customer service

Due to an illness we has to cancel our bus tickets . We were told that it will take 5 to 21 days and we were fine with that. We received the forms , filled it in and send it to the email address supp**** by an agent from the company. Only to find, by accident that he supp**** and email address that is not valid. Resend the documents again to the correct address on 30/11/23. 21 days later still no refund. When phoning them today , I've had the phone put down in my ear 6 -7 times. POOR SERVICE