no service

i purchased a monthly clip card for my children for this month forgetting that the schools will be closed and was advised by the call centre of golden arrow that I have to write a letter with the clipcards and the reason of why I want an extension on the cards which I di and was told to take to a nearest depo or post it which I decided to go self as I am nearest to one of the depo,When I arrive I was told that the Lady that deals with extension only give extensions to sick note and leave note ,which I also queried as I did call them before this going to the depo and was advised of the process .I called the call centre again to ask as I called and was not advised of the sick note and leave note and that they do not accept any other reasons besides the two ,the Call centre confirmed that they are not aware of the information I have or where I get it from and it has never been communicated to them by Golden arrow, called and spoke to 3 consultants in the call centre and also called the number ********** 800that also said they are unaware .Now I am wondering if is it worth it that I paid so much for a mistake that cannot be rectified, I am not even asking for a refund the only thing I needed was extension. Meaning that if you make a mistake on Golden arrow you loose your money just like that