Not getting my refund on cancellation

I'm not happy with Intercity Express, in December I made some bookings for three people. Then I made an inquiry asking if it is possible to cancel the bookings because I have already paid. They said yes, I can cancel because I still had time. So, I did ask them to cancel the tickets. In January I started to make a follow up with the refund. The person who assisted me that day gave me a WhatsApp number and said I should communicate on the WhatsApp number. I did that and the person on the WhatsApp number said that the tickets were not cancelled. I asked them what I must do to get assistance because I did the cancellation on time before the days of the departure date. The person on WhatsApp ended up not replying back to me. I have sent the ticket numbers and the bank account where the refund is supposed to go. So, I kept on emailing the customer care email address and the no reply email address (*** & ***). Every time I email them a new person is asking for the tickets whereas I've been providing them. All the proof and communication is there Ive been sending them, the ticket numbers and all the screen shots from whatsapp.