REFUND **** INTERCAPE BUSES!

Boarding nightmare! I booked a ticket for my 4 year old and I to Umthatha for tonight. I was also meant to travel with my 6 month old as well. I get to Park station and there's so much chaos around the exit to access the bus. I'd like to state that during this time I've got a large suitcase, a baby and a 4 year old so getting around in a speed of light is not physically possible. I then make it to the other side of the terminal where we board only to be told that the bus is full and there are no seats remaining. How when I pre-booked? It's going for 7pm, I'm in Joburg CBD with 2 small kids and now I have to make another plan!!! Completely unacceptable! I've had to go home. I rush over to the ticket desk where I spoke to a lady (she told me her name but because of the drama surrounding us boarding I forgot it, she had braids and was helping people purchase tickets). I tell her what I was just told and she literally just shrugged and was so uninterested in the matter. Very disappointed! I want a refund for a service paid for but not received.