Translux Tickets Cancelled (***) Without Explanation and No Refund

I bought two tickets online (***) for Translux bus on the 4th of April and the tickets were cancelled and my mother was told to pay cash to the bus driver. I am still waiting for my refund, I spoke to Anthea Mhlambi from customer care that works at Prasa @ ********** have emailed all requested documents to Anthea Mhlambi as they were requested by the finance department. Anthea then advised to go to Shoprite to get the refund with fail, Shoprite was not able to assist as I never bought the ticket from them, so I can't get my refund. But no assistance at all a month later. On the 25th of April I sent an email of the response i got from Shoprite to Anthea but she still hasn't responded to my email.