Unacceptable Delay in Refund Processing – Greyhound Bus Service

On the 5th of December 2024, I canceled a booking with Greyhound and promptly emailed the company on the same day to request the "Refund Request Form," as required for their refund processing procedure.

On the 9th of December, I received a response from Greyhound with the Refund Request Form and the Third Party Nomination and Indemnity Form (the latter being irrelevant in my case). The instructions were clear that the forms, along with supporting documents, had to be submitted within 3 working days of receipt to avoid forfeiting the refund. I submitted all the required documents on the 11th of December 2024, well within the specified timeframe.

Today, January 28th, 2025, I have yet to receive my refund. Despite numerous follow-up calls to Greyhound's call center, I have been met with excuses such as:

"There is a backlog in refunds being paid out due to finance being closed over the festive period." "We only process payments on Fridays." Furthermore, every time I requested to speak with the finance department for clarity on the delay, my request was denied or ignored.

This delay is ********* and demonstrates poor customer service on Greyhound's part. It has been over six weeks since my refund request was submitted, which is far beyond a reasonable timeframe for processing. The lack of transparency, repeated excuses, and failure to escalate my concerns have left me feeling disregarded as a customer.

I urge Greyhound to process my refund immediately and address this unacceptable delay.