Stranded customer

I am a very unhappy client. I booked the Intercity Express bus on Saturday even online for my lil sister (with cell number ***). Her departure point was Johannesburg parkstation at 18h35 on Sunday 07 July 2019 to King Williams Town (arrival date 08 July 2019 at 07h10) with Reference Number:5N0WNGQ. She got to the park station on time and was sent from pillar to post by your officials despite her presenting the ID and reference number. That made her to miss the bus. She is still stranded in Jhb

I am very unhappy and i urgently need the refund of my money of R685 that i paid and there is no response in the landline. I

Regards, Thembakazi ***