Refusing refund

Booked a ticket to leave from cradock to Cape Town on 10/01/2021. Bus was scheduled to leave cradock at 19:35. However, bus did not arrive more than 3 hours later. I contacted DMJ and they are Refusing to refund my ticket. This is ****************! How do I escalate this issue? It is evident that DMJ has a port reputation and often arrives late and is unreliable! Surely this needs to be addressed.