Bus from Polokwane to Pretoria

I made booking for a Bus from Polokwane to Pretoria, the booking was for 23:00 and arriving Pretoria at 01:35.<br> at 22:50 I called the help line Spoke to Amy and she confirmed that the busy will at Polokwane ultra city at 23:00. At 23:20 the bus had still not arrived then I called again and I was put on hold for 8 min as they are trying to get hold of the bus drivers. feedback I got was that they are unable to get hold of the drivers their phones are off. Only at 23:45 I spoke to Amy again then she advised that the bus is still at the boarder of Harare. Now the bus is an hour late but still unable to tell me when will it get to Polokwane. I asked to cancel my booking and get my refund, I was told they do not do refunds. I left ultra city as I was not feeling safe it was very late, had to make arrangements to be picked up. Only at 3:00 am the drivers called to say that they are at the Polokwane station. I am very disappointed and disgusted by the service Eagler liner provides. I can understand if a bus is delayed with an hour, but 4 hours is sickening. I did not take the bus and I want my full refund, I wouldnt have sat a garage in the middle of the night an put my life at risk.