bus never arrived at a stop

My patner booked an intercape bus from Beaufort West to Johannesburg. The bus was set to depart at 17:50 however, he received a text message to say the bus will be 30 minutes early. We then went to the engen 1stop and arrived there at about 17:15. We waited for like 2 hours then we called intercape office. The first call centre consultant pretended that he did not hear us. We called the second time and spoke to a lady who constatly put us on hold. we were on the call with her for like 19 minutes. She told us that the bus arrived early and it waited 14 minutes. We told her it did not, I even asked the attendants at the garage if they did see the bus. some of the stuff members started working at 2pm but none of them saw the intercape bus. My partner requested that he be booked for another bus and the consultant refused. the ticket number is ***ZT719