Bad service

Experienced bad service at greyhound My name is Noria I was supposed to travel on 18,10,2019 to Pretoria and come back 19,10,2019 and my child fell sick on the 18 five minutes before the bus leave, I contacted customer care was told to fax medical certicate but I can not be refunded, my chalange was the attitude of consultants from fridae till mondae 21, I was given voucher number but I have to create trip to Pretoria cause I can’t be refunded I stay in Polokwane I don’t usually travel, the consultants are not patient and are just after money , I love the bus but was disappointed by the call centre attitude.