Appauling bad pathetic Eagle liner bus aervice

I bought a bus ticket for my brother travelling í Kroonstad to Port Elizabeth on 20th Dec 2024 using my Capitec account & the bus didnt arrive he waited over 10 hrs the whole night and morning. The ticked was R960 We called call centre sent whatsapp sent email but we cant get hold of anyone and we need our refund. Can please be refunded thi amount. Eagler is a bus i will never book the service is appauling, disgusting and not refund the money for services that were not rendered is absurd!!!!