Poor Service received from Translux/ City to City

I booked a city to city bus to pick up my niece from Mount Ayliff to Pretoria on the 14/01/2016. The bus was suppose to pick her up at 17:10 with reference no UGF330 but the first bus going to Joburg came and pick her up first although she told them that she is going to Pretoria. They took her to their office which is in Kokstad to check her reference no and at that time i called the client service number *** asking them whether it is the right bus to board and the response obtained was that it was the right bus. i asked them to call the driver and inform him not to leave her behind but to take her to Joburg where they will transfer her to Pretoria bus. She sent me a message at 19:25 to tell me that she is coming with the Joburg bus to her surprise they drop her at Wimpy in Kokstad to wait for the Pretoria bus as she was waiting i decided to come to the Pretoria Station to enquire about this miscommunication between the drivers , the client service and the client. The driver that i spoke to in that bus was so rude and not assisting they drop her there in the middle of nowhere with no food, no place to sleep and no money to go back home. I did not get the joy on the response