Primitive service by Ilula bus service

I bought a ticket for Cape-PE on 2/10 for Sunday 03/10. On Sunday around 3 they called to inform me the bus won't make it. They wanted me to reschedule for Tuesday. I asked for a refund coz of pressing matters in PE. I gave them my banking details as they asked. They promised to do it in 24 hours. Up to now 13/10there is no refund. If I call they say the financial department hasn't put the money there is a backlog. I don't know if I will get my money.