Disgusting Greyhound service/ terrible bus delay

I booked a bus for Friday, 20 Dec 2019 at 00:15, travelling from Bloemfontein to Johannesburg. The level of service I received was simply shocking. As I went in to check in my luggage, I was advised that the bus would be 10-15 min late. After 15 minutes of no arrival I went back into the station and was told that it is running late another 10-15min. Only on walking back to my friend's car, I received an sms advising that the bus would be 45min late. This is 00:15 at a bus station that is completely open on the street. Due to this nature, my friend decided to stay and wait with me. The bus ended up being so late, that I had to book into a guesthouse and book a flight ticked. The reason for this is that I had to urgently attend a family emergency in Johannesburg. The most shocking part was the staff's disgusting manner in which they assisted me. I felt like I was treated like a piece of garbage on the streets. They refused to assist me with a refund even or to be connected to a manager to discuss the situation. I had to get to Johannesburg urgently due to the origin of my predicament but was unable to do so. The trip also cost me an additional R2000 as I had to book the quickest flight to Johannesburg. I am disgusted in the level of service I received from Greyhound. I expect contact from them to clear this issue soonest.