Pathetic service never book this bus

Vilamora bus was suppose to be here at 09h30 but the bus arrived at 12:15 and they denied to cancel my ticket and give the refund. as I was not going to get someone to pick me up when I arrive in Johannesburg at night since my initial bus was supposed to arrive at 15:45 because they are late the bus will now arrive at 20h00 and taxis will be finished by then.