Worst service with Citiliner

Yesterday I bought a ticket for Citliner bus from Free State, Theunissen departing at 16H30 to Midrand. Bus never showed up. I called Citiliner at 17H20 and they said they would call me back which they did not. I then called again at 17H45 and the agent Thembisile suddenly remembered that she was supposed to call me back with the bad news that the bus "apparently stopped in Theunissen at 16H10" and left without anyone at the garage even seeing the bus except the 14H00 bus from a different company. When I tell this to Citiliner they say its not possible as their bus did pass there. They offered me a refund or another ticket I agreed for another ticket. Thembisile asked to call me back after confirming with her supervisor, which she did, thank you. However I asked to speak to the same supervisor or Manager to get an early bus or another alternative since my mother is stranded in the Free State, all of a sudden the supervisor is on lunch at 18H00, manager is not working on weekends. My question is: Is this the type of service we should resort to for low cost transport. We cry everyday about safety of women and children and yet big businesses like Citiliner dont even care, they just leave a person stranded and just offer a ticket for the next day. No worry about how far that person travelled to get to the bus stop, where is that person going to sleep while waiting for another bus the next day!!! A bus is meant to leave at 16H30 and on its list there's customers who are supposed to be boarding at a certain time. But the NO they dont care, they just leave as early as 16H10. Is this the kind of service we sign up for when travelling with Citiliner? They dont even worry about the distance my mother travelled to get to the bus stop her safety for sleeping at the garage waiting for the bus to arrive the next day, they have no consideration for their customers. I hope somebody gets punished for this unnecessary incident.