Intercape - Bus late! Connecting bus MISSED due to late bus!!!

I was suppose to get on the Intercape bus at 07:10 (7/6/2022) in Heidelberg but the bus was 2 hours late, I had a connecting bus in Jhb at 9 to go to the Northern Cape. I missed my bus due to the bus that was late. Now I cant book another ticket because I cant get a refund. It is not my fault that I missed my connecting bus in the first place and its not my fault the bus was 2 hours late. I would like an apology and a refund. The lady I spoke to at Intercape told me "Its not right to book a ticket an hour apart" How was I supposed to know? Thats hou Shoprite booked my ticket! Its the first time I had such an bad experience from Intercape with such rudeness from the lady. I have been a loyal Intercape client for the past 4 years. This is not right, I want my refund as it was not my fault for missing the busses.

Desired outcome: I want my refund and an apology