buses are not road worthy/need my refund

I wrote an e-mail to the customercare on the 23 April 2016 requesting for my refund,as 1st the bus came in late(3hours) at park station and we went to Heidelberg to be charged onto another bus that was the bus that almost got us killed,the bus driver informed his supervisor from Heidelberg however he was told to driver as the bus just came back from a service,I then call the call centre and spoke to a Jabu whom I informed of our situation and asked to call me back as we were in the middle of nowhere and there wouldn't be any place I got get airtime,he never called back,after the e-mail I wrote to the I got a cold response from a Dekeledi: Sorry for not getting back to you sooner. When you got alternative transport did you inform the driver? She asked me that question I did my best to get eNqutu on time for my grandfather's funeral and that the question I get from,I need my money as I paid other transport,my reference numbers are ELIX*** and ELIX*** I have been taking the bus I was a baby from bara and their depot in ennerdale,however their services now is upholing,they have dirty buses now and the list is endless I need my refund.