Stuck in Queenstown for more than 8 hrs with no explanation

We booked a bus ro Cape Town that was supposed to leave Queenstown at 6:40pm. We are still sitting at the bus station and its now 1:10 am. We are not getting any updates as to why the bus is not arriving and when we ask for refund so we can make a alternative arrangement we are told that if we leave we will loose the money. Their service is 100% bad. They are so rude and wont give us any straight answers and the worse their call centre agents drop calls when we can them. Eldo is just a no go area, I will never ever use their service again.