Refund for Bus that never arrived

am writing to inform you about an incident that happened recently, it happened on the 07/03/2024 when my uncle went to purchase a ticket from Johannesburg to Cape Town.

The bus did not arrive at all my uncle came 2 hours before the bus and he waited for the departure time which was 18h00 the bus did not show he waited again for more than 2 hours and the bus still did not show up. He tried to get assistance from the FF Gertse offices but there was no one to assist him he therefore returned home. The following day he went to USAVE located at eMndeni where he bought his ticket to complain and ask for refund and he was told to contact F.F Gertse people to get a refund. He called the number which he was provided with and the person he spoke to referred him to the Cape town offices. I personally went there because I stay in Cape Town and I work around the Bellville area where the offices of FF Gertse are located and I when I got there I was given the run around and sent from pillar to post and no one took the responsibility to assist me and my issue was not resolved. I therefore contacted the tel number ‪***‬ and spoke to a consultant who promised to investigate the matter and promised to call me within the next two days from that Monday and I never received a call whatsoever. TODAY ON 26/03/2024 I made a call again to follow up and I spoke to Bridget who seemed helpful and she followed up with her colleague who initially dealt with this matter and she actually called me back to tell me that I may go to any Shoprite, checkers or USAVE to have the refund. I therefore called my Uncle because he is the one who bought the Ticket to go there and get the refund and I asked him to bring his ID and the Slip/Ticket when he got there they told him they are unable to assist and I find that VERY Wrong and misleading. I need someone to assist with this urgently because this has been going for too long now and R750 is a lot of money to me and I will not stop until I get a refund. My cell number is ‪***‬, please phone me soonest. I have waisted almost R100 on airtime trying to get hold of their offices. Made another call today and I spoke to a different person by the name of Fiona Fontasand she tells me that the request for a refund was declined because the FF Gertse officials says that the bus arrived in time a d 30 otjer ppl werw boarded and travelled to Cape Town on 07 March 2024 and they cant even prove that so i am nkt happy at all at this Poor Service and i will never ever purchase any ixket from Comouticket because they cannot account for what happened even though that FF Gertse bus services is registered on their system jow do they allow such Company to be registered with them