Bad service from intercape

I booked a bus yesterday for my sister the depature time on the ticket say 10:15 date 12/11/22

My sister arrived at the carletonvile engen garage at 9:45am the bus was not there as yet and she waited for 2 long hours in a cold weather and we decided to call intercape to find out as to what is happening and they told us that the bus left at 10:15 exactly but she's been standing there, there was no bus nothing ans they say unfortunately it left her behind.. Poor service and we just want our money back please.