Intercape horror bus

I booked a bus for my nephew from Welkom to Grahamstown. The bus was supposed to leave Welkom at 21h55. My nephew was there from 20h00. The bus never pitched. The other bus that came, came at 22h10 and offloaded 2 passengers. The driver told my nephew he's going to PE and he's not loading any passengers. My nephew waited there from 20h00 until 3h00 am in the cold alone in this crime stricken country. I called intercape and was told the operations tracked the bus it arrived late at 22h23 and left at 22h40 which is a lie. How could my nephew miss the bus when he was there from 20h00!!!. This is after a ******* of ridiculous bus fare of R879 during lockdown. I demand my full refund from intercape and you can keep your ice cold apology