Bad service and want refund

I booked 3 bus tickets at Durban Station (translux) to travel to Johannesburg bus was for 22:00. When we get there we told no translux we going to use city to city, Was traveling with the kids and my 4 year old can't travel a long distance with out using the toilet. And no toilet in a city to city and the site's are no comfortable. I complained and requested a refund cos I know the price difference in the Durban office but was told go to the Johannesburg offices and request the refund. Still want my refund