Refund not processed

After 2 months of no response i now have to voice my dissatisfaction with Intercity's customer services... I called on the 18th March to cancel my bus tickets and get a refund. I spoke to call centre agent Nomaswazi, who said she had processed the cancellation and refund while on the phone to me and i would receive my refund in 21 days... well the 21 days are long gone and i have not received a cent nor a phone call or email response?? can somebody answer why no refunds have been processed?