Refund query

On the 3rd of July I assisted my cousin book a bus on their website for her daughter.i made a payment through payflex, payment we off and is reflecting on the bank statement. Right after a successful transaction the was no ticket issued on the intercape website.it just went blank . I called their call centre a numerous times , 1st agen advised me to send a bank statement of which I did and still no help and the bus was booked for that same day in the afternoon. I called again I was advised to rebook and call following day for a refund.till today no refund has been issued, they tell me to enquire with payflex. How do I do that if the fault is at intercape?,the app didn’t issue a ticket