Appalling agent behaviour

I am appalled by the service I received from city bug. I called in to make a booking from witbank to Johannesburg on the 11th June 2022 to travel on the 12 June 2022 at 15:30. I was told I’d receive an sms with my booking reference and payment details. I called in later that day because I hadn’t received the text with the reference so I could make the payment. The lady I spoke to said the person who did the booking did not complete it that why I did not receive the text. The agent then gave me the reference to pay R410 . I made the payment on the 12th in the morning and emailed my proof of payment to ***. I was later called by another agent confirming they’ve received my payment notification however the payment was short of R50 and that agent told me I’ll need to make the payment to the driver, I was also told I’d receive a text and didn’t. I was at the pick up location at 15:05 and waited for the bus, I kept calling the after hours number and no one picked up. The shuttle did not arrive. I called the after hours number again and explained to the agent what happened and she confirmed my booking was not confirmed due to the payment not being complete. I explained to the agent what happened, she was extremely rude and hung up. I kept trying to call them back with no response. She then called me back and told me there’s nothing they can do I’d need to pay for the next trip I’m full. She kept speaking over me and told me I’ll have to sort myself out and she hung up. I needed to be in joburg as my daughter is in ICU. I’m appalled by how I was treated by city bug. Very very bad service.