Refund

I am utterly disgusted in the service that the Intercape is delivering. Last night myself and my son were suppose to be on a bus to Kimberley. We went to the bus station and no bus arrived. More then an hour and a half later an interconnect bus arrived and we ask if this was the bus to Kimberley. The driver was so rude and not very helpful. He said that its not the bus and that the bus to Kimberley has left already, the bus came earlier and is in Oudtshoorn already, his words. Meanwhile we are in George. No communication from Intercape that the bus would arrive earlier in George. We ask him to contact the driver or just to give us a contact number and he shouted look on the bus for a number and phone. When we initially reached the call center they said that we cannot get a refund, nor can we change the tickets to get on the next bus. We have to buy new tickets. R1800 later and they refuse a refund or just an exchange of tickets. How is this customer service?