Worst service from City to City Bus Service/Autopax Services

Had a worst service from City to City Bus Service yesterday. Purchased double tickets from Pretoria to White River and returning on Sunday 4th October from White River. The return tickets wrote that the bus will depart from Caltex White River at 11h30 on the 4th. It happened that on that day I was in Nelspruit and decided to go to Translux/City to City office at 10h40 to ask if the bus was gonna pass at their office or not. The lady who assisted me at the office was rude and refused to give her name. I asked her to call the driver to let him know that I'll be at Caltex in 20minutes time before departure time. She borrowed my phone to call operator around 10h55 and the operator said the bus has already left the departure point. I was told to chase the bus to N4 and when I asked how can the bus leave before departure time, the lady said I should wait for the bus and not the other way round. I didn't board the bus and asked for a refund because the service was very very terrible, the lady refused to give a refund and said I should rebook the tickets for tomorrow (05th October 2020). Their lack of customer service and professionalism cost me a lot of money because I had go back to the lodge and book another night. Spend money that was not budgeted for because of their incompetence. The service was very disgusting. Even their buses are the worst.