Useless service from city to city

I booked a ticket for 19:15 on 08 November to travel from Grahamstown to Durban... I was dropped off by the pick up point in time... I waited patiently for about an hour... Around me were drunk people and I felt very unsafe being there women alone, waiting for a bus that was very late and city to city hasn't communicated with me regarding the delay at all... So since there was no bus and no sign of it coming I arranged for my family to come and collect me again... I am very disappointed in their service and will be insisting on a refund...