i want my refund or they need to rebook

I booked a bus online and paid for the ticket for my sister, the bus was destine d for Bulawayo from Jhb. Departing 18:00. The bus left without her wille she was busy with the weighing of th laggage. Ticket # ********** 317GW239. Sakile Malema. The delay was due to long ques. The service and the attitude form intercape managers was insulting. She was left because of the que and it wasn't her fault . Now intercape doesn't want to refund saying it's it's not there problem.

I dont understand why do we have to suffer for their mistake. Today i had to phone intercape call centre i called several time and spoke to Yanele and she told me that the manager at Johannesburg stats to work at 1 and she will call me at 1 and i waited for her to call me back i had to call again and spoke to Unathi and he assured me that they will call me back and i am still waiting i dont understand as he said the passenger boarded the bus and meanwhile she is here and he is telling me that i have to pay for another ticket that is totally unaceptable i want my money back or they have to rebook i wont accept their incompetence they need to catch a wake up call this is way out of line