Poor service

The bus company is refusing to refund me for a trip I haven't taken. I booked the bus for the 21 September and have decided not to use it after their bus dated 13th September was unable to transport us from the Eastern Cape to jhb. We were informed 2 hours later that their bus is not a good condition. They sent an alternative transport at 23h18, which was 6 hours later. The driver of the alternative transport was swearing passengers from the Eastern Cape to jhb and refused to stop along the way to go the bathrooms. I have sent emails since Saturday evening til to date I'm told the matter has been escalated and I will get a call from their executive member by the name of Ntsako