Worst customer service experience ever from 'Cape Town Shuttle Services'!

I need to post this complaint and let people know about the very bad experience we recently had to endure. I found Cape Town Shuttle Services on the internet, looking for somebody to help us when my son and his friends planned their visit Darling in CT for a festival. I e-mailed Cape Town Shuttle Services and got quote very quick, made arrangements, provide details and made EFT payment for the 7th October 2018. Transfer from Darling to Parow. Seems like a very easy straight forward transaction, which end up in a nightmare. After I’ve been in contact with the admin lady that helped me (I don’t wished to embarrass anybody, by providing names), and the driver, all the time, and thought it was sorted. My son called me in a panic state on Sunday around 12H00 midday. We made arrangements for them to be picked up at 13H00. They called the driver, and he said he is there at 12H00 and they should come, they were not ready, as they were busy checking out. My son phoned me at explaining what happened and they are waiting for the driver. The driver told them they should walk to another gate as he need to pick up other people as well. They had luggage to carry, so I think it was a bit unfair from the driver to asked this from them. The driver then said they should wait until 13H00 for the ‘next guy’ to pick them up. No details, any numbers, nothing. I called the admin lady and the driver, numerous times (From Centurion) and send them both the same WhatsApp messages (I still have all the messages), no answer. I then told them that I will make other arrangements, as the boys were waiting in the blazing sun for nearly two hours. To date, I did not receive an apology from Cape Town Shuttle Services, nor the driver or admin lady. Only a message from the admin lady ‘ Hi please send your banking details’. That’s it?? No apology? I couldn’t believe this!! Today is the 9th October, no refund back in my account yet of course. My son and his friends are home safe, but this was one of the worst customer experiences we ever received!