Cancelled bus service

I booked a bus for my elderly father from Cape Town to Queenstown in the first week of December for the 20th. On the 19th which was yesterday, I received a text that the bus has been cancelled for month end, When I called to enquire about a refund, the lady was not accomodative and had no empathy at all as I explained that we need the refund for him to take other means of transportation to get to the Eastern Cape and we have a ritual on the 22nd. While explaining all this to the lady, she dropped the line and I am very disappointed in the service of Eagle liner and if there was a negative 5 rating, that would be best suited for them, I would never recommend their service to anyone.