Dysfunctional website and ill mannered agents

The service translux bus service has become very complacent over the years and clearly it’s because of lack of competition there contact centre agents are not helpful at all as I am still waiting for my refund since I made an online payment and how does the website not indicate that their online payment system is not functional instead of shouting at customers who know nothing about that and now I cannot even get ahold of them all their numbers are not being answered and there is no complaints number or even email thereof now how does one get their refund back because it’s been days now