Coach USA Shortline Bus

My experience with Coach USA Shortline was a nightmare from beginning to end… and the end seems nowhere in sight.
First: my online transaction, when I bought round-​trip tickets to Bear Mountain from NYC, was mysteriously canceled. How did I find out? I never got an e-​confirmation ticket, and when I went to the ticket booth to pick it up for my trip the next morning, the ever-​so helpful ticket agent told me the transaction was canceled. WTF! I asked her, «Is my credit card going to be charged?» «I don’t know.» Thank you SO MUCH for the excellent customer service! And yes, my credit card WAS charged! That was on April 13^th. Today is May 7. I’m STILL trying to get my refund… more on that later.
On my way to Bear Mountain (yes, I bought another ticket) what do you think happened? The bus breaks down! Wonderful! Amazing! What was even more amazing was that we waited A HALF AN HOUR for another bus to arrive… even the bus driver was livid and ranting and raving! Thanks for wasting a half an hour of my life! And we get on the other bus– well, I felt like I was in the meat section at Western Beef. Why didn’t I bring my gloves?
Fast-​forward to last week. After two emails to their payment-​inquires email address with an attachment of the canceled transaction sheet the ticket agent gave me, which unsurprisingly went ignored, I called up customer service. One of the reps took down my information and told me I should get my refund in a week. Did I get my refund? Of course not!
After 2 more calls that went to an answering machine, I am ready to explode. Coach USA has no right to deny me of what I paid for just because, for some mysterious reason, my online transaction had been canceled. Coach USA deserved 1 star without this mess with my credit card… and minus 5 stars with this credit card mess. Unless this is a deliberate scam they use to make some extra money. I am preparing to contact the Better Business Bureau. So the moral of my sad story is– pay with cash if you have to take a bus to Bear Mountain!