Bas service

So I booked my ticket from caledon to Cape town they gave me a call 30 minutes before the time given on my ticket to let me know the bus won't be picking me up then told me to get a refund where I purchased my ticket to only find out they suppose to give a reference number but hang up the phone when I asked for it, i then called them six times with no reply and got hold of them the next morning. The guy picked up the phone and gave me a long explanation say that" I should call them Monday" and hang up the phone