Very bad service and unfairly treated

On Monday i was suppose to be travelling to Eastern Cape with my kids and the bus was suppose to depart at 19H10, unfotunaltely when we got there it was 19H10 and we saw the bus driving torwads the robots, we were hooting and trying to stop it the driver just looked at us and never stopped. I phoned the call center number ut took 40 minutes for the call to be answer and eventually the lady answered unfortunately we took the wrong turn trying to chase the bus. She then advised that i should go to their office in the morning to report this incident, when i got to their office in Cape Town on tuesday morning i was told infact the 1st thing this lady did was to trow me with the terms and conditions she told me u will not be getting my refund. I was soooo shocked and shaking in tears i asked for a supervisor very tall dark lady appeared she was just quite and didnt seem be interested to what i was saying, she made it even worse she said the same thing mem you need to buy yourself new tickets. Now my tickets were bought at computicket and no one made me aware of these terms and conditions and the ones i saw were from intercape not DMJ buses. I have lost R1600 and im not employed.