Giving me the runaround for a refund of R300

I booked a ticket with Intercape on 23 March before the president announced the national lockdown.

In order to request a refund since I would no longer be able to travel, i called the customer care line. It was impossible to get through to intercape on the 24th, which I understand. They may have been experiencing an infux of enquiries after the announcement.

I sent them an email instead, the same email was sent to Greyhound and they responded within 24 hours. I never receivied a response from intercape, 6 months later.

Last week, i finally decided to call them again to find out whats happening with my refund. They tell me they cant refund me because i travelled on that supposed bus. This is completely untrue. The agent asked me to resend tje emails I'd already sent to the same email address again! After finding them she told me they would investigate and contact me the following day, that was on Thursday 24 September, Nobody has gotten back to me.

I called again today and was told the same story, ngwe ngwe investigate, escalate. So this means nothing was done when I called on Thursday? I asked for a manager, the girl said theres no manager but a supervisor instead, I agreed that i want the supervisor then. She placed me on hold until i got disconnected, didnt bother calling back.

I then contacted th3m through chat, again they ask me to send the email that I had already sent twice to the same email address. When i refused they told me to make a formal complaint intead of looking for the emails previously sent by me.

how safe is Intercape if they can say that I was on the bus when I wasn't? So someone got a free ride at my expense?