Shocking service

I have waited for a train since 6:40 this morning. We are repeatedly told that the travel time will be delayed by 20 min. It is now 8:30 and I have missed my meeting and am standing on Pretoria station. No train in sight. We were told an 8 car would be waiting. Nothing. I asked for a refund and was told to apply. It is shocking that we are held to ransom like this. We are forced to pay for this.