Bad service

Good day On the 23/03/2018 I visited park Station to purchase DMJ bus ticket to Mtata. The was a young black African male that was assisting me. I bought the ticket for the 28th March 2018 which is tomorrow. I asked him to provide a cover for the ticket he said they ran out of tickets covers. The gentleman failed to explain the terms and conditions of DMJ he didn't even bother to ask me to sign or consent to the information on the ticket. My uncle passed away in Eastern Cape Andi had to go to DMJ in park Station to advise them to change the dates to next week due to the funeral being next week. To my surprise I was told to pay 25% cancellation charges that I was not notified of when I bought the ticket. I asked them if it was fair for me to pay 25% that they fail to declair to me as their customer. The gentleman by the name of Asanda was rude and refused to listen to me. He said that it was not their fault that they didn't have cover sheet for tickets. He also refused to give me the names. He said his not forced to give me his name. This is the horrific bad service I have received from DMJ staff. My expectation is to get a refund for the 25% that they fail to declare to me. Regards Sinalo Mfutwana