Intercape delay and rude staff...Queenstown offices

I would like to lodge a complaint regarding a 4-hour delay on the Intercape bus from Queenstown to Cape Town. To make matters worse, I was informed that I might not be able to board the bus I paid for. The staff at the station have shown no concern or assistance regarding this matter. I arrived at the Queenstown Intercape office at 17:00, and it is now 20:47. This level of service is completely unacceptable.