Translux city to city is unprofessional and ****s

Translux city to city is unprofessional and heartless ****,I booked 4 tickets from Cape Town to Durban for the 10th of January for 6 am ,I stood there ,there was no bus ,no apologising message nothing ,I had to book alternative bus for the kids ,tried to phone them they were unreachable ,only got them after 3days and they said there’s no money at the office ,they’ll put me on the waiting list so when there’s money they can refund me,but where’s the money I paid .