Refund not yet paid to my account

I bought a bus ticket in October 2022 with Greyhound to George and I cancelled the ticket. I was told to submit all the relevant documents in order to be refunded. In November 2022 a consultant by the name of Robyn Friedman confirmed with me on email that my refund is in the next batch for payment. I did follow ups with no response. Today is the 31/01/2023 and no refund has been made, since November 2022. This is unacceptable.