They do not care about their customers

I booked a ticket ( JHB to CPT ) for my nephew and sent him a Ref Numberon the 20th Dec 2019. When he was about board a bus, he was instructed to go get a ticket printout from their office at Park Station although he had his ID and Ref No. When he came back the bus was not there and it left with his bags. I then went to Cape Town station to inform them about those bags and they said they will keep them when the bus arrives. I had to buy another ticket for him for the next day because the one he got was no longer valid(That's what he was told). We never got back his bags and no refund has been issued.