Dissapointed

I booked a bus but had to cancel. Phoned Intercity to cancel. The guy confirmed that he had canceled and I'd receive my money in 15-21 days. Took down my banking details. Next thing I call Intercity, a lady by the name of Elma tells me that the ticket was not canceled. I tell her I was with my husband on the call when the cancelation was done. I ask to speak to a senior official. She doesn't put me through. I want my money back please. Yes the 15 days has not lapsed but I need to make sure that I will get my money back. Like why did they take down my banking details? How would I have known that they pay between 25-21 days.