Refund refund refund

I booked a bus ticket to Hibberdene and I had to cancel the ticket due to unforseen circumstances. I contacted Intercity to cancel 21 October 2025,they told me about penalty fee and I agreed to pay. They asked for my banking details and told me that my refund has been processed and it takes 7-15 working days. I haven't received my money. I contacted Intercity Xpress after 15 days, the consultant told me that their terms and conditions were updated 7-21 days. On day 23 I contacted them again to enquire about my refund, they told me that my refund was being processed, it's been 1 month now and I have not received my money.