Poor service

I have made a booking for a bus ticket for my Mom , from Shoprite , I admit that I made the mistake by booking the wrong date . I then found a whatsapp line which I contacted a person by the name of Noxolo assisted me and asked me for my details which I gave however she/he never responded to my message about 20min I got a response and I was told to contact the call centre which gave me a high call volumes feed back and the call dropped . Then went to Shoprite where I booked the ticket maybe I can assisted and they tried calling for me still no response.