Citiliner review: unfair treatment

The bus refused to compensate me. My wife and son bought tickets on the 10th of December 2019 for them to travel on the 13th December2019 from Polokwane to Harare and they wanted a bus that cross the boarder on the 13th since my son's days in SA were expiring that day. The bus came late at 2100 hours instead of 1700 hours which meant that there were going to cross the boarder on the 14th. When they arrived at the boarder one of the co-drivers by the name Tendai asked for R200 from my wife so that they will pay the immigration officer so that my son's passport will not be blacklisted . On arrival at Roadport Harare I asked the driver(Tendai) that am I supposed to be short changed because of the bus' delay. He then refered to his manager by the name Arthur who in turn told me that they dont compansate and I can go and report wherever I want. He is the last office. He even chase me from his office. Citiliner Bus number: 2715, Number plates: CN51VR:GP. What Im asking is for my refund of R200 since I was to pay for what was caused by the bus' delay.