Booked bus, bus did not come.

Greetings are in order I would like to report very bad service from City to City. We booked 2 tickets from Mthatha to Durban due to leave on 9th at 1:15am but never arrived at Ultra City Mthatha and we waited there all night. I went to ask a City to city bus that was there with registration that ends with ZHX731GP and the driver said it's coming but we stayed all night and City To City never arrived. We ended up having to travel hitch hiking to Durban and got there late, and missed deadline we were going for and lost R5000 of the car auction we were going to and furthermore had to book a place to sleep because it was too late to come back with a taxi. When I called the number for complaints I was attended by someone called Lucky Valamehlo who disputed that the bus didn't come and then when I asked him if he can get footage from the Ultracity garage showing us entering and showing when did this bus arrive he then said he doesn't work for complaints department. The entire week I have been trying to call but calls gets cut when I choose the option for complaint call gets cut off I want my ticket money back and I want to be compensated for all the loss I made.