Refusal for refund and poor service

I called Translux/City to City for a bus ticket refund as I did not receive confirmation of my bus ticket purchase online. The bus drivers at their Sibasa stop were unhelpful and would not let me board the bus without a ticket even after I had shown them proof of payment. I have been trying to call the refunds office but my calls keep being unanswered or being dropped. When you call the call center number they keep redirecting you to the refunds office which continues to not pick up.