Horrible customer service in Welkom

Booked a bus from Welkom to Vereeniging which was supposed to depart at 9:30am. So l arrived early around 9:10 am the lady called Tina started by saying you have too much luggage so she was shouting and just being ****** towards people of colour. She even kicked my bag which had a laptop inside giving to many instructions and all l asked was for her to say 1 instruction at a time but she went further on lashing at me. She said that they are cameras so all am asking is that they can release the footage and apologise. It was raining outside and the bus came at 11 am. At some point l wanted a refund regardless of the race no one is allowed to treat another person that way. Also for my luggage the 20kg which is allowed was charged for that when l asked was not given an answer. Think that l will never use inter cape again in my life . Luggage was over R400