Bad experience with Busbud

Dear Hello Peter Team, I am submitting a formal complaint regarding the poor service I received from Busbud and Intercity Xpress. On 13 September 2026, I booked a ticket through the Busbud app for travel from Scottburgh to Pretoria on 14 September 2026 (Ticket Number: ***, Confirmation: ***). The booking process was smooth, but when I fell ill and needed to cancel, I discovered it was impossible to do so. Despite multiple attempts: The phone number provided did not exist. The app repeatedly redirected me to the same invalid number. The chat support offered no resolution. I even emailed *** (attached copy) but received no assistance. The ticket terms state that cancellations can be made directly at the station or at least 24 hours before departure, yet Busbud provided no functional means to do so. This failure prevented me from exercising my right to cancel and obtain a refund. I therefore request that Hello Peter investigate this matter and ensure that Busbud refunds the full amount of ZAR 455.50, excluding any non-refundable booking fee, as I was unable to travel due to illness and was denied proper support. Attached are copies of my ticket, email correspondence, and contact details provided by Busbud. Sincerely, Gert Henning Cell: ***