I need my refund

Intercity has failed to refund my R2100 after 15 working days of waiting . Patricia from the call centre is very *********** and lacks basic phone etiquette topped off with zero Customer service skills. What makes a big company like Intercity to fail to process a refund in 15working days . I wont be using this bus even if its the last option . Patricia try going for a short customer service course . Thank you