Unprofessional and severely inconvenient from Eagle Liner busses ( Intercity Express)

After more than 10 years travelling with Intercity Express - which is under Eagle Liner - I must say i'm very disappointed by this entity. I bought a bus ticket online but I had issues making an online payment so I contacted the Eagle Liner customer care line and I was advised to make the payment at any PeP stores using the waybill reference. I couldn't access any shop hence I tried to make the booking online so I sent my sister to Pep in Tramshed Pretoria and provided her with my waybill reference number and she made the payment. Everything seemed fine until the last minute when I had to aboard the bus.

I got to Pretoria Bus station (Bosman) on (17 December 2021 at 19h10) for the 19h45 bus which arrived 45 minutes later than the scheduled departure time. Upon arrival I showed the receptionist my phone (ticket details) and asked for guidance as this is the first time making an online booking, she told me that she would check my ticket when the bus arrives.

When the bus arrived and the register is presented for people to board, my name was not on the list and therefore I was prevented from boarding the bus and was told to book another ticket for the following day as the bus has to leave and this matter cannot be resolved as of that moment. I had to remove my property from the bus and went back to the receptionists where I was told that my payment does not reflect on their side regardless of proof of payment and issuing a bank statement. I'm student and had signed out at the school resident, paid for transport to get me to the station but now at 9pm I was forced to get a place to sleep for the night, organize transport to get me to that place and spend money - unplanned and not budgeted for - for the next day while I try to get this resolved.

The following day I called the Eagle liner Customer care they said this is not their problem I should call Pep store because they did not receive the payment. I called Pep store but they said I should sort it out with Eagle liner (Intercity Express) as things still stands No one is willing to take responsibility.

I went on and booked another bus ticket for 18th December 2021, only to now find out when I am boarding that my name now appears twice on the trips register which I did not understand. This inconvenience has massive ripple effects financially and emotionally and the saddest part is that NO party is willing to take responsibility or at the very least refund me.

Utterly and truly disappointed.