FNB Bus bookings

My partner booked a bus using his FNB card with eBucks. It lead him to some bus options which he ended up selecting Ilula bus services . The bus was a no show. He booked it on the 16th May 2024 for the 19th May 2024 from East London to Aliwal North. We tried calling the bus service several times but no luck. Today 20th we went back to the bank as this bus service was linked to his account but we were not able to be helped. FNB has no details regarding this bus service even though under your account you are given the option of bus bookings. We were given any information but was told to go to the company directly which we explained in closed down. My argument is if im booking my bus through my bank, how do they not have information and surely there are more people complaining about this bus company that never shows but our money is being paid by our bank. This company needs to be investigated by FNB and money needs to be returned