CityBug - Driver refuse to pick up traveler after booking was confirmed and paid!

For the second time, I had a very bad experience with this shuttle service. In both cases, I received booking confirmations as well as proof that the bookings was paid via Paygate. In both cases, the traveller's name was not on the list at the pick up point. On the 1st occasion the driver was very polite and assisted with no issues after I showed him the booking confirmation and proof of payment. On the 2nd occasion, the driver was rude, not willing to assist and left the passenger and drove off... I find this extremely unprofessional, and personally will not use this service again. I wish to alert all other user's to be aware of this flaw in their system. I demand my money back, as the traveler didn't make use of the service. I have phoned them and send them an e mail requesting to look into this, with no response from them yet