RedBus - Bus operator rescheduled service and did not get a refund

I was informed by this useless bus operator Orange travels to be at boarding point at *:** pm. I received a message after an hour saying the some technical problem had arisen and bus would delayed. I was made to wait at an unfamiliar place for almost * hours. Then one of the driver picked after incessant calling telling it would take another two hours for the bus to get ready. When I contacted Redbus they told me to book an alternate ticket and this would be refunded. It has been almost a week and I am yet to receive the refund.