Waiting for a refund

I booked for the 17:20 bus on Thursday , waited so long for the bus to come and eventually it came at 18:30 , from there went to Park Station and waited another hour for the bus to come from Pretoria. Finally we left and the bus charging cable ports werent working we then stopped twice and as we got to PE the driver stopped a few times. It was the LOOOOOOONNGGGGEST bus drive everrrrr. We were suppose to reach PE at 07:30am we only got to PE at 11am. I then went immediately to Eldo coaches to get a refund and the lady cancelled the trip home and I then submitted my documents for the refund process on Sunday and everyday resent my documents to the *** & *** with no response at all. This was very disappointing!