Bus never arrived

The bus was scheduled for 9am, arrived at the garage 20minutes before departure time as instructed. It was 11am (2 hours later) and the bus had not arrived in Laingsburg as indicated. I had to make alternative arrangements, meaning I broke my budget as this was not planned. No communication was done with us passengers and when I tried calling all the numbers provided on the website and email, I had no luck. The service was very poor to say the least. I would like my funds to be refunded, as eagle liner did not adhere to their own terms.