Poor service

On the 15 of July I booked a bus ticket for my aunty from Durban to Johannesburg for 23pm in the night.

My aunty arrived at the bus station at 22:45 when she arrived at the station the people for the 22:00pm bus were still at the station waiting for the bus there were more the 300 people waiting for the 11pm only 1 bus arrived at 23:00 there was alot of caous by 23:45 we enquired at reception when is the next bus coming and the lady at reception could not answere.we then decided to go home cause my aunty is 66 years old and they are refusing to assist with reversing the money