Intercity Express Refunds

On the 28 September on my arrival at Matatiele with same intercity, at approximately 8am I attempted to make a booking for a return ticket. The website gave an option to book using the WhatsApp. So went through WhatsApp and made a booking. To my surpprise i did not get a booking confirmation while the funds were deducted. So I waited till the 29th in the morning, still there was no confirmation. I went to their local office in Matatiele to enquire , the lady working there informed me that there was a time out on the booking hence there no confirmation. She informed me to contact customer service and the bus was already full to make a new booking. She advised on make a booking on the bus from Umtata since there was still a space available but my boarding was going to be Kokostad. So I made another booking through intercity Express's speed point. Since then I have sent emails to to their customer care to no avail prior to e-mails I used the whats , forwarded my statement, gave them my Name and Surname and Cell number as it would appear on the booking. I was asked which sites did I us to make transactions. Still no formal interaction. Both trasection have gone through. I need one refund. There was a stage on Monday the 1st My bank asked for authorisation letter to make reversal on pending trasection. Today there is no progress update