Pathetic service!!!!!!!

Good evening I would like to lay a formal complaint against Grey hound bus services my daughters ticket was booked for 7/8/2024 for 17h25 ,I called at that time and she also received a message saying AJ bus hire will pick her up,when I called the lady said the bus broke down yesterday already my question why did she not get a sms yesterday?I just called again to cancell and request a cancellation amd refund I was told by Lesego it must be delayed by 5hours?????My daughter need to attend class tomorrow?????Why cant we just get a refund cause also to leave at this time of th night is a huge risk !!!!!!!!!!This is more then pathetic can someone please help cause they refuse to give a refund.Her contact number is *** or alternative ***