Waiting for refund for 3 months now already

Worst ever in getting your money back. Our grandson Ca me with the bus to visit. We bought a return ticket but we decided to take him back. We phoned and cancelled the ticket on the 26.09.2019 at 11:46. The guy said yes it's fine they will keep 30% but the rest they will pay back k into my account it is now 3 months later and no money received back into my account. This is really bad service they want there money asap but can pay you back.