Bad Bus Service!!!

We booked 3 bus tickets departing from Durban on Sunday 03 April 2022 at 10:15 from South Beach arriving at Pretoria Bosman bus station on the 03 April 2022 at 19:40. We got to the bus station at South Beach at 09:30 At 10:15 we received a message from Eldo coaches telling us that the bus will be delayed We waited for about 3hrs until we even took initiatives to go to the Eldo coaches offices, when we got there we explained what happened and only to find out that the bus had already left and they sent a different bus which is cityliner. And we as tourists we never knew that Eldo coaches is working together with cityliner and I feel that it is unfair for them for not letting us know that they will be sending a different bus to the station! They told us that they won’t refund us and they don’t allow us to pay a penalty fee so we had to purchase new tickets!