Golden arrow bus services

My wife bought a wyneberg weekly ticket thinking she could travel with this bus to Claremont when she started her new job in Claremont Monday 15th July., the bus driver advise this is not possible. She paid R28 a trip to Claremont not being able to use the weekly ticket she loaded to her golden arrow bus card, and then loaded a new trip ticket buying a Claremont weekly. I called the helpline asked if they can reroute the wyneberg ticket to Claremont route as it is the same price, i was then told i can do it at the store where i loaded it if i have the invoice, which i do, then i was told to contact Michael Stevens who can help. I called and was told to email the situation in words and add invoice and card number, done this only to be told against Policy rules, no refunds and no extensions. My concern is what happens to my money i paidn and have not used a single trip? How is this a company policy which does not cover the customer by any means?