Standing at Heidelberg mall bus stop until 12:15am

This is absolute *******.

My husband and I were booked on a intercity xpress bus for 22:25 on the evening of the 7th of January. We were here early for our bus, at 21:50 and were actually here to greet the 21:45 bus and when 'our ' bus arrived we were told that it was full and that another bus was on it's way and would be here to fetch us in 15minutes. NO BUS HAS ARRIVED . We have called through to the call centre countless times and they then stopped taking our calls. I asked the call centre agents if there was definitely a bus coming and was told there was definitely a bus on it's way and still no bus.

We need a refund. And this needs to be rectified. THIS IS DESPICABLE. **** TO OVER AND OVER BY THIS COMPANY.