Appalling service

I was booked for the 03-01-2020 from Fort Beaufort to Johannesburg for 19:45, however the bus did not arrive at Total filling station and I ended up sleeping at the filling station because the was no communication regarding an overbooking that was done. I called the following morning to reschedule for Saturday I was taken from pillar to post and I ended up having to book the only available bus that Saturday 04-01-2020 which was Intercape because all the other buses were fully booked. i've been calling for a refund, they keep saying they will call me back but no has, its been over a week.