Greyhound inconsistency

I’ve just had the worse experience ever with greyhound. I booked a bus with them for today, when I checked their website it’s said to cancel my trip within less the 24hrsof the trip it will be made into a voucher for my next trip. Once there a lady at the help centre which I called by the name of Thabile who was rude n later hung up on me, told me that what’s on the website n what they do is not the same. If it’s less then 12hrs I’ll forfeit the whole trip paid for already. I would like to express how disappointed I am in the service greyhound has provided in a matter which could easily be resolve n how rude the people who are meant to help us from their side.