Update: It is 6 months later. The refund in question never arrived. Tried calling again, but was met with the same extremely long wait times and unnavigable phone-trees. It wasn't worth the time and energy, and just gave up. The only recourse is to do everything possible to avoid taking the Greyhound NYC / MTL and Boston / MTL routes-- challenging, considering Greyhound maintains a monopoly there. One hopes that a better service will arise sooner rather than later.