Week of looting and Eldo is refusing to refund us!!

In July my partner purchased a ticket in secunda and due to the looting the roads were closed and therefore the bus did not run. We then incurred more expenses as he couldn't find a place to sleep for the night, we had found a guy traveling to Durban and had to pay that person which was more as we were stressed as he was stranded!! The bus is refusing to refund us and I've taken up this matter with them in July with no response. Last week they had finally responded as I had sent a second email and it was irate. I'm not sure what to do as we are never going to use the bus service again and they fail to understand that Covid and looting has affected many and they don't want to reimburse us. This is terrible service, they are ripping us off!!!