Tickets to be refunded

I booked a ticket online and gave the assistant the exact time we wanted to travel- 1. I had to book a taxi because we live one and half hours away from tourism centre and need to have precise date and time for me and my sisters taxi which cost us R400. I also arranged with my brother to pick us up at our destination. On the 31st of December 2024 we arrived at the tourism centre at around about half passed eleven and we were told that we missed our bus, and we know that our time for bus 00.37.we asked the assistant if there's nothing they can do for us and they said no we must book other tickets, and in the meantime our taxi left l, and we went to greyhound to book a ticket other wise we would have been stranded. My sister had to use her debt money to pay our tickets, and I paid with my return ticket money. We are pensioners and they didn't care at all. I have sent an email to customer care, but all they saying is that they have listened to the call. And I don't agree with it. We don't want money back just a ticket to go back.