UNREFUNDED CANCELED BOOKING

I booked a tichet for my cousin on the 12/05/2021, after an hour after booking I learned that my cousin booked another bus, I immediately called intercape contact center to cancel my booking. The consultant asked for my banking details and informed me that my booking was canceled and they will process refund but it will take 3 weeks to reflect on my bank account and I didn't have a problem with that. The next day 13/05/2021 I was informed by consultant that I won't be refunded because my cousin booked another bus not intercape. I've been sending email to an email address I got from one of their personnel with no response