I will never use Greyhound again

My son booked and paid (26 June 14:28- direct payment- should reflect fairly quickly) for a bus from CPT to EL. On the departure date at 18:20 he was told his name is not on the list. Which i find it unacceptable. Now we have been sent from pillar to post for the refund. We are yet to receive the form we just got told about and apparently we will get our refund in 21 days.