Trying to get a refund from City to City

I was supposed to travel from Plettenberg Bay to Cape town on Sunday 07/06/2015 at 10:30am , when I got to Shell Garage I was told that the Bus left a long time ago which came to me as a shock because I was not even late. I called the call centre immediately where they confirmed that the Bus has indeed departed and I will need to rebook and pay 10% + VAT and I was told to fax the deposit slip which I did, after doing so i called to check if the received it and they told me that the person who was supposed to receive my fax has left (not sure if they left with the fax machine) anyway the call center agent who sounded half asleep advised me to send a screenshot of the slip via an email which i did, I called again to check if they have received it and they told me that their emails are not working . I was advised after my 10th call to book for another ticket and I will be refunded upon my arrival in Cape Town which I did and I paid for my ticket. I went to their offices on Tuesday and explained myself to the man behind the counter who advised me that he wont be able to refund me I need to come back when there is a Manager between 9 and 11am . I work until 2:30 pm so thats impossible!