Cheated by Intercape staff

I booked a ticket for my mom from Durban to Pretoria using the Busbud website which clearly stated that included with my ticket was x2 free check in bags as well as x1 unit of hand luggage with a combined max weight of 30kg. When my mom arrived at the Durban depot the staff were rude to her and refused to let her check in any luggage. My mom was allowed only x1 unit of hand luggage and the staff insisted that she would need to pay an additional R150 per bag. We also noticed that they charged everyone R150 regardless of weight. We even showed them on the booking site that we were allowed up to 30kg at no additional charge but they refused to listen and my mom ended up having to leave her bags at the office so we now have to pay a courier to collect the bags. If we had known this was going to be the treatment that paying clients receive I would never have booked with Intercape. I will not be using them going forward nor will my family or friends.