Left at the bus stop with a baby and no help at after service

We purchased a ticket from Checkers, The bus drove past the mom and baby without stopping on 12/07/2025 at 22:10 at night. We contacted them via whatsapp as per the lady's at Checkers with no responds on the 13/07/2025, Phoned a call center on the 13/07/2025 where the lady told us to send and email and that we will be helped on the same day for them to get the bus on the 13/07/2025. We sent the email, got ask for a ticket number and there after there was no respond. This led to us buying another ticket from Inter cape, On the morning of 14/07/025 I contacted the call center again, where I was informed that the people on the email side does not work on Sundays but that I must email them again and it can take up to 7 days. When I emailed the response was contact Inter Cape, I don't understand the bad service and need a refund. How do you leave people next to the road?