Disappointing service

Good day,

We are very disappointed with the service we received from Intercity express. We booked a ticket for the 25th of December but on November 17, they sent us a text message canceling the tickets. I then wrote to them asking for a refund and they promised to give us a refund within 15-21 working days. We haven't received the refund 25 working days later, and they are ignoring our messages. We are so unhappy with their service