Bad customer service from Eagle liner

On the 29/08/25 at about 17:36, i bought a Ticket from Beaufort west to Queenstown, my bus departure time was 23:55 and arrival time 05:50, i when to the departure point 30 minutes before scheduled departure time, i waited until 03:30 am and the bus never arrived, i asked assistant from other Eagle liner bus drivers to locate my bus but they told me to look on my ticket and call the number provided, but there was no number to call, numbers i got from google were cellphone numbers that when straight to voice mail, on Saturday i when to the retail shop to claim my refund and explained to them what happened, they assisted me and call computer ticket and reported the matter and were referred to someone by the name Mec, who phoned the bus driver and asked him why he didnt pick me up, the driver responded by saying my name was not on his list hence he didnt go where i was waiting for the bus, Mec gave me a number of his supervisor to call it on monday, I've been calling that cellphone number no one is answering it, i opted to Whatsapp the number and eventually someone answered, and asked me to provide ticket reference number, of which i did, then he/she asked me if i called the bus after i noticed that it was arriving, how is it my responsibility to call the bus, my duty is to be at the departure point 30 minutes before scheduled time, until now he/ she haven't answered me how am i going to get my refund, that was a very poor service.