Bad service request refund urgently

Day I booked a a ticket for the 13 th of June for eagles liner departure 13th to idutwya I has a hic up and I went to eagle liner on the 13 to cancel/exchange as my mom had a heart attack,we went to eagle liner early hours at 3 to ake amends ,lady was rude not interested to assist we went fuming ,now had to book pay for another ticket ,I need my money I know that I can be penelised now ,as I wanted to exchange and I was not assisted on time .paid credit card reff number B6ZRCAG9 jhb to idutwya