Worst service!!!

The most terrible customer service of all time. I canceled my mother's bus tickets last week Thursday because she was not feeling well and could not travel anymore. Travel tickets were canceled for all travelers since she was traveling with kids and would not allow them to travel alone, for personal reasons. The gentleman who helped me Thursday afternoon said that the bus tickets were canceled, but we have not yet received an email confirming this. We asked him to send us a refund form so we could complete it and get our refund, but he still did not. We need our refund and would appreciate it if you could provide us with the form so we can submit it. I've been attempting to call the greyhound customer service line. However, I end up holding for over 15 minutes without receiving any assistance. Every time I get closer to the line, it refreshes and sends me back. It's very frustrating.