Needles to say Appalling Service!!!

I had booked a return ticket for my son to travel from Pretoria to Matatiele on 20.09.2019 and back to Pretoria on 23.09.2019. It was convenient for him to board the bus at Midrand. So he arrived at Newroad, Midrand and checked in with his reference number at the check in counter and waited for the bus. The bus was scheduled to arrive at Midrand at 18h00. Not seeing a Greyhound bus arrive he went back to the check in counter and inquired The response was that it was a Citiliner bus that came and not the Greyhound bus. So my son missed the bus.I feel it is totally irresponsible of Greyhound not to notify the passenger on the change of bus via an sms or a call, when 2 phone numbers were provided while making the booking. How else can a passenger know that his bus has changed? When I contacted the office, they were not prepared to take responsibility for the error. Neither were they prepared to refund the ticket charges for the mistake they committed. The person I spoke to would not commit to this mistake and he blamed me for making the mistake to try to board the bus at Midrand. Once he said he would call me back in 2 minutes and he did not. I had to call him back and ask for a refund at least for the return ticket when the line was cut. so I had no option but to the complaint on the greyhound facebook page.This is NOT the type of service I expect from a reputed company like Greyhound. Furthermore they did not had the courtesy to get back on this even after reminders on their FB Page. Needles to say Appalling Service!!!