Poor service

On the 30th of September I bought a ticket for 23H00 from bloemfontein to Johannesburg and upon arrival at 22H00 for check-in , I was informed that the bus had a breakdown and they will try to squeeze us in other buses which will only come in at 01H30. I waited the bus came and it was full so no one boarded. As I have been waiting there I asked about refund as this was not my fault and was informed that I will have to wait for 12H00 midday to get my refund. I left the centre at 6H00 to catch a taxi and I called the call center they were aware of the problem and was given an email to send my query. To my surprise I have never received any feedback nor a reference for that. I am not happy with this, I have been a regular user and I had accepted that the bus is forever 2hours late its never on time and I has to use it as it worked for my budget. I just need my refund thats all☹