Poor service from greyhound bus

It's the Fist time that I tried using the Greyhound services and probably the last ever to use greyhound services again. Two nights ago I purchased a ticket at shop rite Kokstad (computicket) ***. I was to board a greyhound bus from kokstad to Pietermaritzburg. I was 30 minutes early. The bus was scheduled to leave at 7.30pm from the Engen garage. No greyhound busses where to be seen. After 8pm I became frantic and tried phoning customer care but was fruitless. By 8.40 pm I decided to go back home in kokstad, but I was lucky enough to get a lift down with a motorist heading to pmb. When I reached pmb at about 11.15 pm I went straight to the greyhound offices and ask what had went wrong. The lady at the desk was not helpful at all and gave me an email address to lodge a complaint. I did so the next day to an angi. ********** with no response.

I made another call to the call center that afternoon and the agent listened to my complain and said that the bus was 1.hour behind its scheduled time and because I did not wait the ticket I purchased was null and void and that I lost out because I never waited.

Question. Is it my fault that the bus was late. How do I cancel the ticket on due time even trying to get to customer services was a mission.

Thank you I rest my case.