Worst service from intercape

I booked a ticket online for my daughter, I then realized that the day she arrives, I will be working, I called in to make changes, i was assisted by Abigail and i was happy with her service, not knowing that was the beginning of my problems, i paid my 25% fee for making changes, on the day of my daughters departure my daughter calls in panic that the bus just drove past her without stopping, I quickly made a call to the call Centre to find out what was happening, i was told there is a riot and they are not stopping at her stop, they claimed to have called numerous times for her to catch the bus from the next stop, which is an hour away, she only had 1 missed call 15 minutes prior to the bus leaving her, after fighting with everyone including the manager who initially did not want to take my call (Shaneeta), i was transferred to complaints and dealt with ( Jessica) who promised me my money back on Thursday, i have not received that money and it is a day later, no calls or emails from them explaining as i had to make alternative arrangements for my daughter to travel home.