Refund due to cancelation by the bus company.

My nieces bought two tickets to depart to Cape town from Kimberley on the 12th July 2021, unfortunately the bus company cancel they service due the looting in Johannesburg. My nieces had to be in Capetown urgently and they had to book with another bus Co. My niece had sent emails that was ignored hence the reason I had to step in. I have send emails and wataspp to the customer service but the only reply I got was that they are still busy with the process. Beside that they want to deduct R65 from each as a cancellation, how can they penalize the kids while they have cancel the service. It's been almost a month and still no refund. Hello Peter please assist as the money is needed. Thank you