Refund

We bought 18 bus tickets at eagle line through online...they were from Durban station to park station in Johannesburg but wen we arrived at Durban station 9 people were appearing and the other 9 was not....so they said the other 9 can't travel...we provided proof of payment but we still didn't get help...we were forced to buy other tickets and we were told to go to their office at park station...we went there n they said the whole 18 is appearing on the system.....we then asked for a refund but they said they want proof we provided a bank statement that show's the transaction they then said they want the sms notification that we received from the bank but we no longer have the sms and they told us to do an àffidavid we did it but still they taking us from pillar to post....