Bus leaves u behind

I booked my ticket for Monday morning. The bus departure time was 4:05am. I arrived at ten too and saw the bus pulling up on the oppsite side of the street. Ticket in hand I crossed the road where the bus stopped thinking that he will be opening his door. As i reached the bus the driver looked at me and couple of other people shaking his head not even opening the door and pull off leaving me stranded. Trying to phone the helpline i get put on hold until my airtime depleted. Family managed to drive from Durban to collect me in Pietermarutzburg. Very unprofessional and paid R200 for nothing. If they can't answer phonecalls how am I supposed to get my money back or is that going to be a waste of time just like waiting for the bus.