Unfair and unjust treatment received

On the 25th November my mother Bertha went to checkers to by an Intercape bus ticket to depart PTA in the evening and arrive at Durban Saturday morning. The cashier being Lebogang Manugu. When she returned home we noticed the ticket was incorrect stating departure in the morning and arrival on the evening of 4th December. She went back to checkers on Friday the 27th to request for the times to be amended. The cashier refused and said she will have to forfeit 20% of the ticket amount and buy a new one for the new time slots. My mother did not agree with what she was told and left for Pretoria Station at the intercape office. Upon arrival, they realised the ticket was already cancelled on the system even though she still have the receipt with her. She was than advised by Falini Sithole who checked the receipt and asked her if the information was verified to her and upon acceptance she is made to sign. She told them she was just handed the receipt with no explanation and left the shop. The receipt is not even sign to confirm her approval of the stipulated times. Falini said if the ticket was not cancelled they were just going to change the time slots and she might need to pay an additional fee due to the time in departure differences. My mother was advised to return to Checkers Pretoria North and request the manager. Upon arrival the manager on duty told my mother they have her money but she will have to forfeit 20% or else call intercape for them to explain the terms and conditions. My manager arrogantly told my mother that she had agreed to the times and even signed the receipt as proof. However upon inspection the receipt was not signed. The manager asked Lebogang why she didn't made the customer sign, she shrugged her shoulders and said she forgot. They refused to refund my mother and she held on to the receipt which we still have at home. Can somebody senior please assist resolve this issue and refund my mother her full balance. We are very disgusted by the service she received and feel that Checkers Pretoria North do not treat the elderly with dignity and respect.