Greyhound refuses to refund me

I am very disappointed with Greyhound. I missed the bus because no one was at the checkin point at Johannesburg Park station. I then requested a refund because this was not my fault, I wouldn’t have made it passed security without checking in. Greyhound refuses to give me a refund. I’d also requested for a free trip but they also refused. Poor customer service from them. Never take a Greyhound trip because you’ll be treated like trash should you experience any problems.