Greyhound service is appalling…. Don’t book

I booked a ticket for my mother for the 7th January 2023. 3 hours before the trip she started having chest pains and shortness of breath. I immediately called the Greyhound call center and couldn’t get through. When I eventually got through an hour before the flight, I explained that I didn’t want to cancel but rather postpone. A gentlemen named Vuyo at first said he could assist. He then proceeded to tell me that he can’t help because it’s an hour before the trip. I explained that I sent an email and received no response and that I have been trying to get through for hours. I asked if there is a manager that I can talk to to explain since I have been holding. He just said there’s no one and when I asked for his full name he said they’re not allowed to give their surnames to customers. He proceeded to drop the call in my ear. Appalling