GREYHOUND BUS TICKETING ****

I purchased a ticket from Johannesburg to IXopo for the 9th of January 2021, I then had an emergency that forced me to make changes to my travel plans and go a few days later. I called Greyhound offices to request that I make changes to the ticket I bought as I couldn't travel on that date. I was told by the consultant that you cannot make any change to a ticket 12 hours before departure. This information was not written on the ticket, it was also not mentioned when the ticket was bought so how does one know that there are changes to how Greyhound processes re-bookings. I have made changes to tickets in the past so I know that this was something you could do. I forfeited my ticket which shouldn't have been the case had I been told prior that these are the new rules. I need my refund, this is unacceptable!