Bus not arriving

I booked a City to City ticket from Pietermaritzburg to Lusikisiki for this morning 2am. Arrived at 1h20 and waited until 3h10, bus never arrived. This morning when I phoned the call centre they said they cannot help me I must go to the Translux office in Pietermaritzburg. I explained that my father took me to the bus stop from Cato Ridge (he is at work entire day), so I cannot get back to Pietermaritzburg. I was just told then there is nothing they can do!!!! How can they not be able to check online why the bus never arrived and then issue a new electronic ticket, it is 2018, not 1818.