Refusal of paying ticket refund.

Hi I booked intercity to travel to Durban on the 8th of December so ihad to cancel due to passing of some relative they told me Iwill refunded after 21days mind you the ticket was canceled on 6th December and today is the 18th January they took my account number on Monday n promised to pay now they are asking me why did I cancel instead of payment the person iwas in contact with is Patricia via whatsapp.