Very Poor Service From Ceres Rail Company!!

I booked 4 tickets for 17 December 2022 but was unable to make the trip as I got sick and was hospitalized. When enquiring whether I will be able to get a refund for my ticket, I were promised that the ticket would be refunded. More than 2 months later, I am still not refunded. According to the communication I received on the 21st the refund had been done according to Ceres Rail Company, however no refund is displayed in my bank account. If I do not follow up, I receive no communication. This is very very poor service from Ceres Rail!