refund

On the 10th of September i was travelling from DBN to JHB at 11h00, under the impression that i was booked on the same deck same seats with my children, only to find out that i was told that 1 of my seat is on the lower deck of which i found it ridiculous as i have bought tickets for the upper deck and for seats next to each other , then the driver as he was the only person on board told me that unfortunately in that bus they have removed the seats i was supposed to occupy and he told me that one seat is at the back row and the other seat is on the lower deck, i bought tickets as follows .5a,5b,5c, and 6a,6b , i couldn't go seat on the lower deck as i was travelling with kids that needs to be monitored i ended up sharing a seat with one of my child , he was seating on my lap the whole way to JHB, the air con was not working it was so blazing hot in the bus , it was a very bad experience i must say, i need refund