Intercape - Refund

On the 28th of May 2022 my 5-year-old son and I were traveling from Uitenhage to Durban Station and would have taken the Southern Shuttle to Port Edward. The Intercape bus broke down on our journey and we had to wait for another bus. This delay made us miss the Southern Shuttle bus and my new employer had to travel from Port Edward to Durban station to come and fetch us. On the 31st of May, I tried to contact Intercape customer care to request a refund for the inconvenience caused as well as the extra petrol that my employer had to pay to fetch us. Firstly the email on their website is incorrect so I posted it on their Facebook and Twitter pages. Then I was given to correct email after a few days. So I send a message on their website and their email. A lady named Tasneem Burns responded and rudely said it's not their fault that their bus broke down and their will not be any refund. We would have been stranded if my employer couldn't fetch us. The owner Johann Ferreira says he works on Christian principles. Are These Christian principles?