Bad Service from Intercity

On the 5th my little brother purchased a ticket online to Western Cape. On the day he was supposed to leave which was on the 7th he got an email that the bus that was supposed to depart at 18:00pm has been canceled and if he would like to rebook or get his refund so because of the inconvenience he had to opt for refund as he was supposed to be at Western Cape by the 8th, the consultant that was helping him took his banking details and told him that refunds take about 21 days but till date no refund was received, their phone just rings and what's frustrating is that they now blue tick him on whatsapp when he tries to do a follow up.....so is this how intercity treats people?