Terrible service

The worst service I have ever received. I booked 2 tickets from CPT to Queenstown for Monday 11.12.23 at 19h00, when we got to the bus station we found people who say they slept in the ilula bus that was standing there - they were supposed to leave on Sunday 10.12.23 at 18h00 but did not because the bus is not roadworthy. No one from management insight, and no communication was sent. I went to their office, and I was told no one from ilula showed up that day. My bus never arrived, I have to book another bus otherwise I would have slept there. I want my refund. I have been calling their office, but no one picks up the phone and no one is replying to emails. They should be shut down actually because they take people's money with no intention of providing the service.