Bad customer service

From start to finish the experience was poor. 1. Booked online but when I received no email or sms confirmation I called and they said nothing is booked. However financial division confirmed that had my payment. 2. Poor customer service when you phone to inquire about time of arrival of the bus 3. failure to answer phone at times and had to keep calling and calling. 4. Need partial refund for ticket as I was told I overpaid when I did the booking online. They said it takes them 16 working days to refund into my account and this is after already waiting 2 weeks for someone to get back to me despite 3 phone calls and 3 emails. Really bad experience!!!!