Greyhound conveniently cannot find booking to reverse charges on a cancellation.

Good day, So we wanted to get a friend of ours from Rustenburg to Durban on the weekend of the 03rd November 2017. We booked a bus ticket for our friend Anna Combrink and paid on my husbands Edgars card, HOWEVER the shuttle which would have had to get her from Rustenburg to Johannesburg to catch the Greyhound bus was full so we had to make alternative arrangements. I called Greyhound back not more than an hour later to cancel the ticket we had booked. The sales side seems to be very helpful once you had held on for 15 to 20 minutes to get through to them. They understood that I couldn't expect an elderly woman to walk from Rustenburg to Johannesburg so in fact had to cancel the ticket which they assisted me with. Chulile Makhanya confirmed the cancellation of the ticket in a phone call on the 16NOV17. From there the trouble began. If you call the sales/bookings they can find both the booking and cancellation - however when you explain the charge is still billed on my husbands Edgars account they refer you to accounts who say simply they cannot find the booking so they cannot help you. When sent a copy of the statement showing the billing they say they want the card number, you give them the card number - they they say they cannot pick up anything. It is hilarious however how bookings/sales can pick up the transaction with the same card number. When asked for management contact details from Thulile Makhanya you are simply ignored. My husband credit rating is now being dragged through the mud because he refuses to pay for a ticket he cancelled and didn't use and is still being charged for and now send demand letters for payment. I am disgusted by the fact that this was first addressed in November and despite numerous mails backwards and forwards between Greyhound, Edgars and myself - Greyhound still cannot provide any decent service/resolution.