Intecape bad service

I bought a ticket for my travel from malelane to Johannesburg, the package I bought gives me access to book seats which I did. On the bus arrival my seat was taken and the bus driver conductors were not even bothered to sort out the issue. I raised the complaint with their customer service center on WhatsApp they also failed to handle the matter. Why am I charged for this package and yet don't get the benefits? Someone who paid less is taking my sit! Their services are very poor!