Intercity Express duck and diving with my Refund

Company duck and diving with my ticket refund. I bought a ticket for a bus from King William's Town to Midrand for the 12th of December 2025 on the 31st August and called Intercity on the 20th of October to cancel the bus ticket and request for a refund.

I was asked to send the copy of the ticket and my proof of Banking Details which I sent same time and I was promised the refund minus a R50 "penalty fee" to be paid within 7 days and when I call for follow up they just keep asking for the same details I sent on the day I requested the refund. What a horrible experience nxaa!