Failed Ticket Refund

I booked a bus ticket on line on the 09 February from East London to Pretoria, I paid on line, before the transaction was finalised, the system frozed and threw me out, the money went out of my account. I immediately phoned their head office ***. I spoke to a lady called Roxanne. she said because they are ABSA I made the payment from FNB they are unable to pick it up, I should rather go to Shoprite or Computicket and buy another ticket then after 24 hours I must call again to trace the money and get a refund. I did that because the person had to come to Pretoria the following morning. after 24 hours I phoned to get a refund for the ticket that failed. they gave me a number to take to Shoprite to claim my money from Shoprite as the online system I used to make the payment belonged to Shoprite. I found this to be very annoying but I went ahead. At Shoprite they couldn't assist me I spent a lot of money on airtime trying to talk to Intercape people from Shoprite but still I could not be helped. They want the ticket I bought cash which has no relationship with the on line ticket. I want a refund on my money I lost not stories. the way I am being treated is not fair. HELP.