Refund not paid since March 2015

My mother missed City to City bus on the night of the 24th of March 2015. On the same night I tried calling City to City call centre with no success. I then called the following morning which I was told I must pay R85 penalty fee for her to be able to use the same ticket later that day, i.e 25th March. I did make the payment and faxed thru the proof of payment. When she got to the bus that same day she was rudely told she must provide the new reference number which she did not have, then she was forced to buy a new ticket and told she will claim a refund on the old ticket.<br> <br> On April the 10th 2015 i sent all the copies of of the tickets, proof of payment for the penalty fee, and my mother's ID copy as requested by the service provide.<br> <br> I then made a follow up on the 30th of July, of which I was told my claim had been forwarded to finance department for payment but they could not advise when will the payment be made.<br> <br> The last follow up I made was on 29/09/2015 with no response.<br> <br>