Eagle Liner bus what a let down.

My 3 kids have been waiting for an Eagle liner bus that was suppose to have departure at 18:00pm today from King Williams town to Johannesburg but the bus has not yet arrive to pickup people from the station. The most terrible thing is that they don't want to give me refund of my money hence my kids can not wait there alone. When I call their customer care they say the must wait or else we wont get our refund. It is not safe there...