Red Bus - Bus did not showed as per the boarding time

I booked a bus from Redbus en route from Ahmedabad to Udaipur. The name of the travel was Laxmi travels. The bus was scheduled to come at *:** pm at the boarding point. Redbus notified the information through the message about the bus and the contact number of the driver. When I called the driver he told me to board the bus from Kalupur bridge instead of namaste circle. I reached Kalupur bridge and waited for the bus till *:** am but the bus didnt showed up. Then I have to board a different bus! When I raised a complaint against the incident and requested to initiate a refund on Redbus they replied back they cannot provide the refund as some other passenger boarded the bus from namaste circle at *:** am. The distance from namaste circle to Kalupur bridge is approx * km. So on average, the bus will take around ** more minutes to reach to Kalupur bridge. I waited for around * hours to catch a bus which would have covered half of my journey if it had been on time. Redbus replied that I should have waited for more there to catch a bus! Is this the way they are going to treat a customer. If a bus is not there onboarding point which was *:** and even after waiting for an hour it did not show up, then claiming a refund is wrong. I want everyone to know that Redbus is a cheat and they don't even track the bus when it is coming to the destined point and when it is dropping the customer.