Poor customer service

This company has absolutely ZERO customer service interest. I booked five bus tickets of which I had to cancel due to unforeseen circumstances. I read t's and C's of the cancellation process (no refund but I can rebook within three months plus 20% penalty fee) and was willing to cooperate.

It's been plus minus a month now,l trying to contact them, reported within the given time but when they had to capture for my ref number, they started ignoring me on my emails, their phones aren't working, tried Facebook and they don't answer inboxes AND no response on their WhatsApp number too. I NEED TO REBOOK OR MY REFUND BACK!