Pathetic customer service

This is the second time I've had this issue. I've trusted computicket for such a long time as I've worked for companies who liaise with them for bookings etc. Booking a bus with them for the second time, and the experience with that bus on the journey from Benoni to Durban, as well as the driver not pitching up till more than an hour later after 11pm at Lakeside Mall, somehow its absolutely acceptable to them and their brand as it seems like a common thing once I've viewed the reviews of this Vilamora Tours company. The first time I could not wait any longer and emailed them to cancel and refund, however, nobody got back to me and my money was gone. This time again, same issue. Even after waiting till almost midnight for the bus, I stuck it out and went to Durban. My return trip up for the Sunday, I had to wait again early in the morning and I could not waiting more than 30min for the bus to even arrive as I planned the times to get to work that afternoon. I was forced to book the next flight back home just so I could go to work that evening. And I'm pretty sure this is the second time I won't even get my money back for the return trip. Yet I know they're more expensive than actually going to the tours website and booking tickets, yet I've had such trust in them to actually just pay the extra. But here I am, more than R1000 lost on just 2 bus tickets