STILL waiting for Refund!

I bought a bus ticket on the "Full Flexi" option: 10% cancellation fee for cancelling before departure (cancellation must take place 12 hours or more before departure). I requested cancellation more than 12 hours before departure and was promised my refund by 7 Aug. It is now 3 October and I still do not have my refund. They even request me to send my bank statement!! Are you crazy! Who does that. Send me the POP (Proof of Payment) so I can see who, if anyone, received my refund.