Intercape bus service, the worst ever travel experience

I went to intercape office to book tickets to Windhoek. I handed the lady 2 passports, she gave me a quotation and I agreed. She made the booking and gave me 2 tickets. When I arrived at the station on Sunday morning at 5am, I'm told the child can't travel because he doesn't have a ticket and the manager approached me and told me about the policy. The call lady said I'm lying, I didn't tell them about the baby, he can't travel. This is the worst I've ever experienced. They're rude and inconsiderate, they speak to each other in their language and they just don't care. Intercape is the worst service ever. They treated me as if I don't have money to pay, saying I'm lying, screaming at me as if I'm stupid on the phone. I am of the belief that their policy also includes rudeness, and an I don't care attitude.