Intercape - Unprofessional and slow response

I just got frustrated having to follow up myself on the status of my complaint otherwise I would be waiting hours for a response [using my own airtime] thereafter they would call back and give a long awaited response still pending investigation and never giving a precise answer on estimated time they would come to a resolve. During the investigation of the issue, they seemed to have believed the driver's version of events knowing fully that another passenger was left behind. If the other Intercape shuttle driver wasn't present that day to witness what his colleague did, then I'm pretty sure they would have went on the word of that driver that lied to get out of taking responsibility for not checking his list as I asked twice if he is sure of which he said yes and still not checking his passenger list. Thus, as result made me miss my ride home. I basically had to insist I needed to get home as I had my children waiting for me, because at some point the operator expected I pay so long for a new ticket and after they investigated that they would DECIDE if they would award me a refund? So I got worked up already at the lack of empathy and her response as if I got money just readily available to clean up Their mess. Their quick response to refund me only happened a few minutes after I placed my complaint here on this platform. So I cannot say my experience was a good one at all. Because I had to call back and forth to hear how far they were with investigations and having had a unpleasant experience seeing How far intercape's standard dropped drastically through the years. How it came off to me is that should I have not complained here, they wouldn't have given me and the other passenger her our refund.