Intercape not pitching

On the 7th of December my son was suppose to travel from Middelburg to Klerksdorp.The bus did not pitch then after an hour I contacted intercape call center to find out why there is no bus they put me on hold for whole 15 minutes meaning the were finding out there and then the where abouts of the bus.They said the bus is stuck in the border of Mozambicue.I made other arrangements for him to travel then I asked for a refund the said their policy does nt allow refund only rescheduling can be done,but there wasno communication from their side as to what is causing the bus delay and there was no solid promise of when the bus is gonna arrive to collect the people they expected us to wait till late at night.it was first we using them but the experience is bad.