Refund

I cancelled a bus ticket on the 20th December 2019 that i booked for my nephew and 2 nieces, reason being my father passed away on the 19 December and i had to drive down to Eastern cape with the kids. every time i send my banking details that they requested they respond saying they cant see it, but when i check my sent items and send it to other people they see it and i also see it. when i call they take my number and email and nothing ever happens after that, its February already now and still have not received my refund. and they always tell me about a Mpho that i never get hold of . i need my money please assist