When I emailed intercape they blocked my message

I'm Noneka Jadiso, I have booked a bus ticket on the 27th of April for my brother who was coming from Eastern Cape to Cape Town on the 28th which is the following day ,he missed the bus, his bus was for 12:00, tried to call intercape offices at ultra city asking if there is anything they could do to assist, the person told me there is nothing they can do, even though I know it was wrong of my brother to be late due to the fact that he was coming from the village and transport there is still an issue, but I am really disappointed at intercape for not being considerate of customers, I had to book him another ticket and pay the full price for another ticket,I always use intercape when I am going home or coming from home many are times the bus will not Keep time but nothing we can do about that as passengers we wait but there minute some one runs late intercape doesn't even consider helping that person even if they add an penalty fee, I was dismissed just like that.