Refund on cancellation

Good day<br> My family and I planned a trip to PE for Easter holidays. Then on sometime in March 2015 I booked tickets from Welkom to PE online of City to City website nd paid it online. The next day I gt a call from one of my family members stating they allready booked us 1st class train tickets to PE nd told me to cancel bustickets. On 11March I cancelled the tickets talking to a Althea. She told me to fax thru ID with banking details.And it will be processed by end of March. Come the end of March no money refunded.I called and then it was told by 10 or 13April 2015. Up to today