Bad bus services from Citytocity

On the 11 October 2023 I made a booking with CitytoCity from Victoria West to Paarl for 5 people 2 adults and 3 children. Booking was confirmed and paid for pick up time was 23h10 after waiting from 22h40 the bus arrive 2h50 and drove right pass us. I'm very disappointed as we were waiting with children of which the 3 was asleep being uncomfortable in a bakkie for so long. My husband should have gone to work today after a week on holiday. On 1 October we also book city to city the bus should have been 12h10 bus arrived 2 hours later I paid for 6 people but there was only seats for 5 people. I was traveling with my 3 yr old grandchild on my lap from Paarl till Kimberley. If our car didn't brake down and we didn't have enough fund for other bus services. Due to all the expenses I would have never use citytocity. I would like a full refund for the 11 for5 people and a refund for my granddaughter on the 1/10/2023. Nobody even called to confirm us will we were waiting at Voortrekker mini market in Victoria West. Very disappointed