I want my refund

I'm highly disappointed with your service yesterday I called your call center the whole DAY with no answer to cancel my bus tictket and get my refund back...this morning I called again at 6am...still no Ay...the phone was only picked up around 9am....I was told I can't get my refund because I should have called 5hrs before my bus schedule which was 10am..how is it my fault if I tried calling yesterday the whole day, ur consultant was very rude.