Bad service Greyhound!

Today exactly a month I changed the date for a bus ticket which was still 4 days away. Before making the change I checked on their website's policies to see if there would be an admin fee and the website indicated that there wouldn't be, and I could still change my ticket.

I then phoned the customer care line to ask what I should do and was informed that I should just buy a new ticket and phone them again to cancel the old one. I did that, but to my surprise when I phoned to cancel my ticket about 15 minutes later I was informed that there was a 20% admin fee going to be deducted. I informed the lady I spoke to that I did not agree with this, as I first checked if this is the case on their policies before I made the decision to change, and also that I phoned and the lady I spoke to first also didn't inform me of this, so I want my full ticket price refunded. She told me to mail to the complaints department. This was now on 22 March and to this day I have still not received a reply on that mail.

In the meantime, I've sent numerous emails on their Facebook page as well and the only response I keep getting is that they are busy with this.

Really Greyhound???? No solution in A MONTH?????