Intercity Xpress refund issue

I was let down by another bus company and ended up canceling my trip to Pretoria and thus had to cancel my return bus with Intercity Xpress on 9 November 2025. As I knew the timeline was tight I found thier whatsapp line and submitted a refund request using the form provided as it was after hours on a Friday night. I followed up with an email Saturday and followed up again the following week, ive been in contact with 2 different agents who were responsive and professional till the point of needing my refund, where they disappeared and stopped assisting me.

I would like my refund please.