Intercape bus

I booked ticket for my family, the bus was departing @Idutywa to Johannesburg The bus arrived late after 17:00,when the driver came out of the bus he sad no will enter the bus without being called, he called all names and ours were not called we showed him tickets he sad we are not on the system, our names do not appear on his system and there is nothing he can do about that and he left us there. I have logged a complain on intercape and they have not done anything Can I kindly get my refund hence we were left stranded.