Ticket refund

I booked a bus for 09:35 Tuesday from Pietermaritzburg to Johannesburg. On the departure day 30/09/2025 bus did not arrive. So we know usually the get delayed. The person I booked for was at the bus station at 21:00. At 10:20 when still she told me bus hasn’t arrived. I then searched for their number and luckily I got the toll free number. I asked the lady who answered how far is the bus and she asked me which bus and where was the departure and I told her. She then asked for my number and told me she will check and call me back. The friendly lady did call after 5 minutes and told me bus was overbooked and didn’t pass Pietermaritzburg. So I asked what should we do and she told me to book another bus and also asked where I booked the bus and I told her. She asked for the ticket reference and advised to go back to checkers to claim my refund. No messages were sent to advise of the bus not coming. On Wednesday I went to checkers and ask for the refund and I was told they need to give me some number to give to checkers confirming that the ticket must be refunded. The checkers lady tried to call on their side while I was trying to call on my side to no avail. Since Wednesday up until now still hasn’t gone through only getting that their numbers are busy. All I want is my money. The ticket was booked under Zoleka Miya. Can they contact me via email *** since I don’t carry my phone when I’m at work