Greyhound Bus complaint: No clear information on bus schedule and pickup location

I purchased a bus ticket for a trip on July 22 from Ottawa to Toronto. The bus ticket showed the pickup location is at 60 Fleet Street, we got there and there was no clear sign for greyhound bus. We checked the pickup location again online, and it tells me that the pickup location is somewhere else. We walked to the other location and people told us that greyhound no longer use that pickup location. We called greyhound customer service at 1514hr, the representative told me that the pickup location was still at 60 Fleet Street, but there’s been a schedule delay for 1.5 hours (1630hr) for the bus to come. We went back to the 60 fleet location around 1520hr, we waited until 1630hr, but bus still didn’t come. I called customer service again at 1630hr, they told me the bus had left at 15:45hr, which it’s impossible. We waited there since 1520hr. We had to book the return trip through Via rail, and greyhound refused to refund my tickets. It’s a very bad experience!!!!