No communication between intercape staff

My brother came to work in my house over the weekend as he does cupboards/ wood work. I purchased an intercape bus ticket for him to come to johannesburg from bloemfoentein. Not knowing, he had to pay extra money for his luggage because he also carried with him a Mac Afric 24L compressor and a tool box. He paid R200 for both and they gave him a slip. Having to travel back to Bloem, I purchased another intercape ticket that cost R439 leaving at 12pm and when he had to get his luggage weighted they told him he cannot load his equipments in the bus that is not allowed and later after all the running around told him he had to pay R400 for his equipment to enter the bus. I asked the lady by the name of Nomsa to please call her colleagues in Bloem for them to explain how it happened that they charged him R200 , the lady just left us there and we saw the bus leaving. After all that I immediately tried calling head office and both the numbers couldnt go through. Such appalling service and such disgusting service from your front lady who spoke to us like she owns Intercape buses. We also just enquired about a refund and they told us that we will lose R109. Pathetic pathetic pathetic!!!