Worst greedy service provider ever!!!

Before booking the ticket, I called their offices and asked about how much they keep time as our travelling purpose was strictly dependent on us arriving on time. The lady assured me that the bus had never been late and they haven't recieved any complaints on time keeping. I trusted her word and booked the ticket. On the day of departure, we arrived at Park Station on time. The bus was scheduled to leave at 16:30, however at that departure time, there was no bus nor communication of it running late. We assumed it's because it was raining, maybe it'll arrive a bit late. Around 17:00 we called the office and we're advised it would be there in 20 minutes. At 17:30, an hour after departure time, we received this lousy sms: "Dear Passengers Please note there is a delay on our service, Please do remain at your departure point. Your patience is appreciated. Kind Regards Greyhound." At 17:55,another lousy sms: "Dear Passengers Please note there is a delay on our service, Please do remain at your departure point. Your patience is appreciated. Kind Regards Eldo Coaches." We were then asked to stand outside while it was extremely cold. They kept lying to us say the bus will arrive in 20 minutes. Because we could see we won't make it on time for our sister's wedding, so there was no point of our travel from Johannesburg to Mthatha, we decided to leave around 19:00. We called the office to ask for our refund and were told they can only process our Sunday return ticket and we would need to contact customer service for that day's tickets as their system doesn't allow tickets after departure time to be processed. We went to their office at Park Station and were told the bus had not left the Depot and she didn't know when it would be there. At 19:35, we received another lousy a sms : "Dear passengers please note your service from Johannesburg to Mthatha via Harrismith and Matatiele will be departing at 19:50 PM. Your check in is at 19:45 PM. For more info call *** ***. Regards Greyhound/Citiliner." We contacted their customer service for our refund and these are the lies they told us: "... We can confirm that there was a delay in service (17198-C2428) on the 11th of November. The coach was due to depart at 16:30pm on the day but only arrived at 19:00pm for pick-up and departed the Johannesburg Park Station at 19:25pm. This was a 2hr 30 minute delay on your service. In such instances, we do not refund or reschedule tickets if the delay is within reasonable time. Unfortunately, we will not be able to refund the tickets for the day of travel as the coach operated and fulfilled the service, even though it was late." Firstly the bus was not there at 19:0, secondly where has 2hr30 minutes been reasonable delay time??? That's insane!!! They're the worst service provider ever. To date, we have not received our refund for return tickets and they're refusing to refund us that day's ticket whereas they failed to offer us any service. I'd give them a negative 100 if it was possible. They've failed us and stole our money which we work hard for. They're *******!!!