Intercity polarized policies

On the 6th March 2019 at around about 12h52 I booked a bus ticket with the lady/agent Shonisani Zamani at this bus service. I then left the check-in point as it was still very early for my bus of 16h45 check-in time being 16h15. I came back around about 17h15 due to over resting where I was waiting for my bus because I became kinda dizzy. Then the bus could have left already by that time. I then go explain this predicament to the lady mentioned above and she just said said there's nothing she could do if the bus left us (as there were other two ladies experiencing the same thing and other one with a small baby). She just told us we can only get help if we buy other tickets and that was final according to their policy. And I was enquiring if we couldn't at least loose a certain percentage as I believe other buses operates on a basis of 10%.

She blatantly advised we buy other tickets. We left thinking we would get a different version once we came the following day. Yet she stuck to the same story. However, this time telling us the buses are fully booked and at least if we could have consulted a doctor to back that up. We left and bought other tickets at intercape, where we got them by R340 on addition of the R240 we already forfeited at Intercity. Kindly please intervene as we couldn't know what to do than just complying with what we were told to do?