Horrible service received from City to City

My name is Khanyisa Msalela I dialed ***and spoke to Siyolisa, I requested to cancel a bus ticket that I booked the morning of October the 7th 2019 for 2 passengers, to travel from Bizana to Johannesburg the afternoon of October the 8th 2019 and was advised to dial *** for a refund as the gentleman I had spoken to confirmed that the bus ticket(s) had been canceled. The number provided for the refund is not going through, what am I to do now cause I need my money back. When calling the 086 number back for clarity, they transfer you from pillar to post and next thing they put you on hold for hours without coming back to you.