No service

I have bought two tickets from checkers for me and my sister to travel on the 22nd of December 2018.At the time this was the only bus available all were dully booked.I took the tickets as it was my only option left.I booked a car service to take me to the shell garage early in the morning as I had heavy luggage and did not want to board the bus at park station where it was crowded.The transport left me at the garage before 9.My bus was suppose to leave10:50 that morning.I sat there waiting just after 11 I called as no bus arrived.The first consultant said they will find out and call me back.when she dis not call back I phoned again. The second person then said they will call back .I started to panic and called again only to find out that they have substituted the bus without notifying me.so ai asked where that bus was if it could wait for me they said the bus had already left.I had to go buy new tickets from greyhound for the next morning and suffer with my heavy bags to get to park-station.I had to pay several people to help me carry my luggage to the bus .I had to pay another fee to get my luggage weighed.The lady assured me that i can just get a refund.I did not have time on that day to go stand in the busy que to get a refund so I decided that I will get it in January when I came back.I have been calling and calling and sending mails and having to explain myself the whole year.I spoke to so many consultants and the manager is never available to help.they have been giving me story after story after story.I have to use all my time and airtime trying to get help.Now I just have accept that I lost R770 of tickets not to mention all my airtime.They keep promise to get back to me but no one ever does

I am hopeless