bus did not come

I booked a city to city bus from kokstad to pta. The bus did not arrive else a trunxlux came. When i called the call center i spoke to npahla goniwe who told me that i should have taken the trunxlux. I wouldnt have know because i booked the city to city. Now i am stranded in kokstad with a child. It is freezing cold and the manager is not responding.