Assigned bus that I did not book

I booked a Dreamliner Bus travelling from Cape Town to Pretoria on 24 September 2022, upon arrival at the bus station we were assigned an Eldo coaches Shuttle to transport us to Belville where will get the bus to Pretoria. Upon arrival in Belville the bus that was there was not a Dreamliner but a Citiliner bus which I did not book. I spoke with the driver he advised me to call the customer care line and I was told to send an email regarding my issue which I did. few days passed with no response i tried to call the customer care line again, but I could not get through to the agent. I paid extra to get a better bus for better travelling but that was not going to happen my trip was ruined from the beginning, even now I am still waiting for a response from Greyhound I am going back to Cape Town on Monday the 10th of October 2022, i asked for a refund for my return ticket still waiting even now