bad service

yesterday night my wife suppose to travel from cape town to Port elizabeth with my child that will be three years on the 24 /09/2020 so bus driver Akhona asked the child how old is she the child said three years and he asked me i have ticket for her i said no and he told me to buy a ticket from him as the cape town office was closed i asked how will i get Proof of purchase i was told not to worry then i refused after he called the Operations room in cape town spoke with guy called walter which he asked to speak to me he said my wife will not travel without a ticket and she will pay full price and i explained to him the situation also but still refused Akhona the driver took my wife luggage out of the bus saying i must to him of else my wife and kid are not going ...i asked to speak to the call centre manager which she called me after the bus had left reading me the term and conditions of the company not giving me any chance to explain to my story her name is Thandiwe and she mention that i will be changed cancellation fee .. i am very dissappointed with intercape as i have been travelling with them three to four times a year the driver wanted money out of me and walter promised me that the will be no fees added on my ticket if i dont travel