Refunds not paid

I am waiting for my refund since middle of January 2024. All my necessary documentation has already been mailed to them on the 18th of December 2023. If I contact them via telephone then I am cut off at the Refund Department.No e mails have been answered as well. According to their policy, refunds will be paid within 21 working days. My concern is how many people do not get their refunds. Greyhound should honour their policy regarding refunds.