Intercape refuse to refund my ticket

I have bought a ticket on the 21-09-2024 for their busses big Sky InterCity for Tuesday the 24-09-2024 from Johannesburg to Cape town but due to unforeseen circumstances I have to cancel my trip. I tried sending them emails and communicated via WhatsApp and I have called their customer care number which was eventually answered after many tries. The consultant told me I'm too late to cancel my ticket and can't be refunded, but she took my details and even failed to check when was the ticket bought but was quick to tell me I should have cancelled my ticket on the 20-09-2024 and on that day while my ticket was bought the following day. On their company website it clearly states that consumers may cancel within 24 before the timeframe of the bus . Im disappointed in their service and how their employees are representing the company. Now I have lost money and they will definately loose a loyal customer.