Intercity express is very unprofessional

Worst service ever, it is my 1st and last time booking this bus, the bus that i booked was on the 26th of June from PE to East London and the departure time was 05h40, and i arrived at the Newton Park stop at 05h20, only to find out the bus has already left, I had to catch a meter taxi to the central station where the bust was supposed to leave at 06h00 and I arrived there at 05h35 and the bus was not there, it never came there. I called the bus company and they said they would refund me. I have not received the refund to date. If you have an option, avoid this bus at all costs.