Intercape refund

I have experience shocking customer service from Intercape Bus. I booked a ticket from Richardsbay to Johannesburg for the long weekend. I left at 19:00 on the Friday where I would have been in Johannesburg at 06:15 to be picked up by my Aunt. We then got stuck at Tugela Ferry due to bad weather (which is understandable)but the drivers damaging the air pipe under the bus due to driving where there was no reason to drive at the first place ( He was trying to make a U-turn in a Garage parking area just to reverse out of the exit instead of just going front first) which I still scratch my head about what could have been the reason to do so. He never updated us and when he addressed us (eventually) he was speaking Zulu only so i could not understand a word. I phoned my aunt at 03:15am in the morning to let her know I will be late as we waiting but not sure why as the bus driver spoke Zulu to everyone. My aunt then phoned Intercape at 06:15 since we were still in Tugela and nothing is said on what was happening, we were then informed that the bus has broken down and is waiting for a new bus to arrive (which the new bus never arrived) but the mechanic is on his way. I sat next to the road until the bus got fixed and took us back to Richards bay. I arrived back at Richards bay on the Saturday at 15:00. So I cancelled my trip as this was handled shockingly. Who in their right mind wants to sit on the side of the road for 20 hours and then go back to where you came from. Plus I would have spent maybe 1 day with my family and had to climb back on the bus. Now I get told sorry we can not refund you your money but we can give you tickets for your next trip. Who in their right mind will travel with you again. I need my money back at least for my return ticket as that was cancelation more than 24 hours. If it was not it was due to the Intercape Bus incompetency on the whole trip. Will be waiting for your call or respond.