*****ing my money?

I booked 2 bus tickets on 30 December 2024. On 5 January 2025 I cancelled the tickets and requested a refund. I was informed that I could expect the refund within 7-14 days. I have since then followed up almost daily and I am yet to receive my refund. This has now become ridiculous. Are you *****ing my money Eagle Liner and Intercity Express?