Bad customer service experience

Yesterday on the 04-01-2026 took a bus from PE to CPT for 07:25 AM the arrival time scheduled to be 20:15 I think …the bus delayed for 2hours 45m to arrive that’s means the changed of arrival time now. Requested for a change of time in PE for a later bus due to this circumstance because I know that I can not arrive in cape at 11or 12PM wanted to the time to be moved to the PMs for an AMs arrival of bus I was requested to pay extra R79 for that I refused and requested for a cancellation and refund they refused still the ladies on the desk saying that they can’t assist me with refund. I was forced to take the bus that arrived 3hrs later and arrived IN CPT at 00:05 mid night there was no light no electricity at station DARK as hell there were no transport also. That is dirty and dangerous you guys are risking our lives and people who are using this BUS I want my money shame and I am taking this to customer consumer right and OMBUDSMAN you driver are rude when we ask why there was no transport to deliver us at home since there are such delays and at night they are advise us to complaint to your customer service.. bus number plate ICG 824 GP