Service and cancellation

I honestly don't understand how Greyhound still operates. The service is absolutely shocking. Firstly the phone lines never work properly. When you call them and hold on forever, just before you get to the front of the line, the system boots you straight back to the back of the line, and the process starts from scratch. Secondly I cancelled tickets had to complete forms send personal information for the refund, was told it will take 21 days. Not once gave I received an email or any confirmation that my documents where received. I have send these documents to them more than 6 times to complain still no answer. It has been almost 2 months now and still I have heard nothing. How disappointing!!!!