Bad service

I purchased two tickets for 2 adults, one being a 79year old with dementia,unable to travel alone.When purchasing the tickets I mentioned that they need to travel together. The one adult was suppose to be picked up from Stormsriver overseeing the 79year old suppose to be picked up at Knysna, both travelling to Cape Town. The bus never stopped at Stormsriver,so the one adult got left behind. Now the bus was on it's way to Knysna, so do you send your 79 year old mother with dementia alone on a bus to Cape Town?Surely not. Intercape now refuses to refund my mom.