Appalling Customer Service

Absolutely terrible customer service! On Sunday, 1 October, my daughter was supposed to take the 15:30 bus from OR Tambo to Ventersburg. We arrived there at 15:00, only to be told by the driver that the bus was running 2 hours late due to an accident on the highway. I explained that I had another urgent appointment and wouldn't leave my daughter there unattended and the driver said that it was fine and I should just bring her back at 16:45, which "would leave more than enough time, as the bus was going to be more than 2 hours late." He specifically said to me: "Don't worry, we won't leave your daughter behind, Sir. I know about her and she is here on the manifest..." We arrived back at 16:45 to find no-one there. I then phone the City Bug helpline, only to be told by the consultant that the bus was even more delayed than they thought and would only arrive at OR Tambo by 20:30. I asked why they didn't send out an sms to their customers to inform them of these changes, to which she had no answer. Around 19:00, I phoned the helpline again to confirm that the bus would be there at 20:30, and the service representative again assured me that it was on its way and would be at OR Tambo by 20:30, but I was unconvinced by her tone and starting to get the feeling I was being **** to. I asked to speak to a manager and was told he would phone me back. When the manager phoned back, he initially also maintained the story that the bus would be at OR Tambo by 20:30, but when I pushed him, he admitted that the bus had, in fact left at 17:00, "with everyone on board." I explained to him that this was not possible, as we had been there at 16:45 and saw no-one there and, as we were still at OR Tambo, everyone clearly wasn't on board. He then gave a series of excuses and said that they would refund the ticket, and I subsequently had to make the drive to the Free State at 20:00 on Sunday night, due to their utter incompetence and lack of communication. At the time of writing this, I have not had so much as an excuse from City Bug for this appalling lack of customer service and neither have I received my refund.