Ilula bus refund

Booked this bus online on the 14 December 2022 for 24 December from plettenberg Bay to Capetown. I received sms stating bus has been canceled. Had to make alternative arrangements. According to the sms i needed to collect my refund from the nearest Shoprite store. To my surprise Shoprite staff had no idea on how to process the refund or receiving no communication that they can refund ilula bus Clients i was told that they no longer book the bus due to numerous cancelation by bus company. I phoned travel start as i booked my bus online i was advised that cancelation had nothing to do with them rather the busses fault. I was provided with contact details the phones and cellphone are ringing with no answear. I then sent an email up to this day i have not succeeded to get hold of them. I really need my money as i am not the one who canceled the trip.