Ticket refund

I bought a bus ticket in December to travel from Benoni to Pietermaritzburg on the 11th January. I later cancelled the ticket on the 5th of January. According to Citiliner, if you cancel the ticket they take a cancellation fee and you'll be refunded within 7 days or so. I have made countless calls and I've been told that the claim is with their finance department but to this day I haven't been paid back. My ticket number or reference is STCSLZWO2. Intercity please refund me.