Run around for my refund

Hey guys can someone assist me. My name is Nosiphiwe Tshona. I currently reside in Cradock E.C in November I went home to cape town I made reservations for bus ticket to get back however city to city and trunxlux were offline had to call online and book. Did everything as the consultant told me I paid the bus fair via bank deposit I then took a picture of the proof of payment and sent it through. The bus was for 17:30 the same day. The consultant told me not to worry he would get the email immediately. At 16:45 as I get off the cab at the station I received a msg saying if I don't make payment at 16:30 my booking would be given to someone else. Anyway I call the consultant and explain to him I had made the payment befor etwo and. The email had been dent. The booking was already given to someine else. I had to rush to the interCape booth wich I had to pay another fair for a bus to P. e where I also I had to pay an additional 150 to get a taxi to Cradock. (Whereas i would have just done one route straight to Cradock) Now iv been trying to get my refund since then from CIty to City . They told me I could only get the refund if they can make a credit card payment (wich i dont own) or I go to a city to city office (wich the nearest one is 250km from cradock, in P. E). So I asked them if my cousin can collect it. They said yes. She was turned away because the booking is still under my name. I then emailed again they asked for her details. She was turned away again even though they told me the refund was now registerd in a her name. So when she was there on Wednesday I called in a consultant told me I have to call the refund department then they should refer me to them. They told me the consultant who deals with my complaint isn't in. Need I remind u that my cousin was at the office at the time of my phone call. She is a unemployed. Therefor whenever she goes to the office i have to supply her with transport money. Where can I complain or get assistance coz I'm the one hounding them for my refund where as they not doing anything.