That ONE trip a no-show.. Unreliable and very disappointing

I travel often abroad, and utilized EZ Shuttle’s services to travel from Potchefstroom to OR Tambo International Airport. However, for my most recent trip, the driver simply didn’t show. Upon contacting the call centre, they claimed that there was an issue with the payment, and thus cancelled the (confirmed) reservation. There was no communication regarding this nor any payment issues (payment was effected online where after the reservation confirmation was send - no issues experienced at the time). First operator cut the call, and second operator offered a refund (??), however, this entire situation left me in a huge predicament. I was extremely disappointed by the way this matter was handled, no alternative solutions or apologies offered. No Manager available to assist. Will NOT use this company ever again.