Appalling customer service

Booked a bus from Johannesburg to Malelane and my trip was canceled a few days before departure. I asked to get a refund since I needed to leave that day and could not leave any other time and was told that I was going to be charged a penalty fee even though it is then that inconvenienced me. I had to travel with a 4month old at night arriving at 2am in the cold because of their incompetence. To make matters worse, the bus drivers were very rude