poor service

I booked two tickets from the same bus company. The first one @ 00:30 from KBY to JHB and from JHB to PLK @ 09:30 for the 21-03-25. We waited like two hours before we called the call center. Apparently, the bus to JHB was running for hrs late and we were not even notified. The call center agent then told me that there is only one bus leaving to PLK on a daily basis and that I should cancel that ticket. Now they also can't give me a refund in this case. I need to give reason in writing as to why I want to cancel my ticket. Firstly, its not my fault that the bus is running and secondly, I would have made some form of arrangements if I was notified. I'm gonna be left stranded by the time I arrive in JHB. How am I suppose to get to Plk with no bus and refund. I m highly disappointed in this bus service. I am sitting here waiting for a bus that's Four hrs late without knowing what to do