BAD SERVICE-9/10/2021

On the 9th Oct 2021, I booked a bus from uMtata to JHB for my siblings on the website of this UNPROFESSIONAL BUSINESS(TRANSPORT)Payment went through, and no reference number. I waited and waited to no avail. I then took it upon myself to contact these *********** people who sent me from pillar to post. Eventually I was advised that the buses have departed an hour ago.I then asked why they would let the payment go through for a non-existing bus trip?I was told it s the "SYSTEM".I asked to speak to a supervisor who never came to the phone after having held the phone for a long time. I disconnected and called again. I was told they'd call me back once they traced the payment. Indeed the payment was refelcting on their side but there was no one that could authorise the refund. I then followed up the week of the 10th. I spoke to some lady who was not very interested in my expenses(as I had to book another bus to JHB on the same day) with what money? God alone knows.Then I wrote a complaint to their customer care wherein I was advised that I needed to submit my statement that shows the transaction I did so on the 14th Oct. Nothing happened. I called on 20 Oct, I was told to resend the statement with not much remorse. I am aggrieved by this and feel that they do not care that they had system glitches and I need the money back ASAP. It is their fault that their system took money whereas there was no BUS available.