Bad service at City to City

Pathetic experience I have every had. I booked a bus on the 17th December from Mthatha to Pretoria through Cumputicket. My pick up point and time was 14h20 at Shell ultra city Mthatha but the bus did not pitch up. It was not even a matter of me being late as I got there about and hour or more before the time and no bus pitched up and ended up booking another bus with another company. As if that was not an inconvenience enough I have been trying to call their customer service and no one is at the end of the line for the past 2 days. This kind of service is uacceptible and would like my money to be reimbursed.