Intercity express

I was intended to catch a bus at Midrand Shell Ultra city at 11:45. I arrived that the stop at 11:00 and waited for the bus at 11:40 a bus sped through the stop without stopping and didn't pick up any passangers. We called the intercity express call center and was met with rude and inpatient staff. They told us that we had missed our bus when we proceeded to explain that the bus did not stop they did not believe us and accused us of lying. We asked for a refund as the bus did not stop for us and they refused to give us a refund. I was with 6 other people who also needed to catch this bus. I request a full refund as this is unexceptable and complete disrespect.