Very bad experience!

on the 26th July at 2:20am, my children were supposed to have caught the Greyhound at the Hanover stop back to JHB. the bus came and went without stopping. Thankfully, my children were with their father who immediately drove after the bus without any luck. how does Greyhound explain this situation????? why should we bear the cost of tickets not used due to Greyhound not doing their job properly??? at that time of the morning safety becomes an issue, it is winter - it is freezing out there! my kids and their father ensured that they were there at the designated spot to catch Greyhound and Greyhound just did not bother! Absolutely disgusted with greyhound!