Refund me please because your bus did not arrive at Park Station

I bought a ticket from joburg to Beaufort west on 5January 2021 17:15 Ticket number ELIX***3. The bus did not arrive and neither did they send any apology or communication. I slept at Park station and approached their office in the morning. They told me the bus arrived 3 hrs later and they refused to book me into the next bus or refund me. They told me to phone customer care. They didn't care that i slept at Park station, my phone battery was flat and i had no airtime. I borrowed a phone from a stranger and called but the response was even worse as the lady also shouted at me telling me I must buy another ticket. Noone cared about all the struggle that I had gone thru. Right now all I want is my refund.