Poor customer service/bad 1st time experience

Bought return tickets from Joburg to Durban instead of Amanzimtoti then same day called in to change it was told to go to the branch as i got there i was told it could not be done as they do not have buses going that route. I then asked to cancel the tickets since they could not render the service i was told it will take 21 days for my refund 🙄 till today no refund has been processed and each time i call in I am told by the consultants that there's people that have been waiting since December 2022 so chances that i will be getting mine anytime soon are close to nothing...which is what i dont understand because they could not render a service so why should i suffer for that. Bad bad bad service i must say.