The bus never arrived

Hi My girlfriend waited for the bus in mount frere and it never. The bus was suppose to go to Johannesburg it was scheduled to depart at 19:15 on the 05 October 2015 she was never called or told about any changes she waited out there till 23:00. She had to book a place to sleep we tried to call translux call center so many time with no response. I did try to call them this morning but still no answer I sent a mail no response currently she is waiting in translux offices in mount fr?re for refund and they are saying they going to investigate. What the hell are you investigating because you know there was no bus. We need refund so that we can get alternative transport that's it and that's all. Her ticket ref. number is available please call me. Your service is so poor