STILL AWAITING MY REFUND

I BOUGHT AN ONLINE BUS TICKET TO VISIT MY DAUGHTER IN PINETOWN. I HAVE DECIDED TO CHANGE MY TRAVEL DATE WITH ONE DAY EARLIER AND CONTACTED GREYHOUND'S OFFICES TO CHANGE MY TICKET FOR TRAVEL DATE TO THE 11TH OF APRIL 2015, INSTEAD OF THE 12TH. I WAS TOLD THAT THEY CANNOT CHANGE MY DEPATURE DATE FROM THE 12TH TO THE 11TH AND I MUST BUY A NEW TICKET, WHICH I DID, GREYHOUND WILL REFUND MY TICKET FOR THE 12TH OF APRIL 2015 IN THE SUM OF R365.00. I AM STILL WAITING FOR MY REFUND WHICH THEY TOLD ME SHOULD BE MADE WITHIN THREE WORKING DAYS. I HAVE SENT E-MAILS TO MPHO MABOTE OF GREYHOUND BUT SHE IS NOW REQUESTING PROOF OF MY BUS TICKET FOR THE 11TH OF APRIL 2015. I AM COMPLAINING ABOUT THE REFUND FOR MY TICKET OF THE 12TH AS THEY PROMISED TO PAY ME BACK!!!!