Refund outstanding for 20days

I am very frustrated with Greyhound. I have requested a refund on a ticket for a trip that was scheduled in the lockdown period. Due to the lockdown I will not be able to use the ticket and therefore requested a refund. Even in these challenging times and the fact that the refund is out of my control Greyhound still decided to deduct 20% admin fee for the refund even tough it is impossible for me to use the ticket but they still penalise me in these challenging times. Furthermore I requested the refund 20days ago and they confirmed that the refund was done a week ago. The refund however did not reflect in my account and I emailed them to confirm that the payment was made. They ignored 2 of my mails and rep**** on the 3rd one just saying that it will be made when it is facilitated and not committing to a date and this AFTER they confirmed that the refund was made. I do not understand how long this should still take and would think that they would try to be off better assistance in these challenging times.