Disgusting customer service

My so disgusted and frustrated by the service we have received after booking for Greyhound from Durban to JHB and only an hour prior to our departure we received an sms letting us know that we're going to depart with cityliner plus, a bus we don't even know and we didn't book. The frustrating part is being told that we need to feel a form to get our money back so obviously we're forced to take this bus even though we did not book for it, why we can't get our money from the offices and why must we be told to fill a form to complain could this be a norm. Why are you taking people for granted and as fools when they bring business instead we're being told this bus is new and has a charging spot and wifi, we don't ****** want those things we have enough data and a power bank like seriously is this how you treat your customers? We want our money coz this bus I'm sure it's not the same price as Greyhound. You've dropped from being the best from back in the days when we knew that when we can't fly you were close to it to this nonsense of poor customer service. Ticket numbers are B5RYXOU8/ L5QTXSY5