Bad service at Eldo Coaches

We bought bus tickets for 3 children to Bethlehem 14/07/2018 for 17:40. The children were returning home as they came for school holidays and they had to be at school on Tuesday 17th. We got at the bus station in Belvelle at 17:35 and there was no bus , we phone their call centre they told us next stop is Paarl and the bus will be leaving there at 18:30. We drove to Paarl and get the 18:20 we found no bus , again we phone their call centre and if they don't have communication with their driver they say no, we ask them the next station as these children had to travel on that day for them to return to school and they say it's Worster depart at 19:30. We drove to Worster and got there 19:15 and waited at Mountain Mill Mall till 19:30 and there was no bus to be found only other bus was travelling to Queenstown arrived around 19:25 and them could not help us with info of the bus we chasing. We call their call and they say to us there won't be any refunds because we were not there 30 minutes before the departure time . We ask for the manager on duty and no luck either only supervisor will be available next day 15/07/2018 her name is Celesley and we were provided with her email address.

My wife send the email to her and she did not respond. We bought other tickets on Monday 16/07/2018 so the kinds can go and they left on Monday 17:40 . Tuesday I went to see Eldo Coaches in Cape town regarding this issue, I spoke to the team leader (Leeoni) who was not willing to assist me only thing she's been trained is their policy , I ask her find how was their bus was travelling on that day ( 14/07/2018) using their tracking device, she phone tracking campany and found out that the bus was late with almost 40 minutes . So we were chasing a ghost and no one from Eldo Coaches was able to tell us that the bus was late only keep sending us to the next station. Leeoni ask me to provide Celesley with our phone numbers that we used that day to call their call centre and I did which think they wanted find out if we were lying or not . Next day Elize their call centre manager phone my wife saying they cannot see these no from their side and and the bus was never been late so the case closed and no refunds . I spoke to Nazren manager she said she will came back to me till today . They selfish with no care to assist their customer.