Not willing to assist with rescheduling of trip

My younger brother missed the bus from Pretoria station to George and therefore we wanted to reschedule for him to get the next available bus, just to find out that you need the original ticket which we didn't have because the ticket was booked by my sister in George and she provided us with the reference number only. Call centre informed us that we wont be able to reschedule where the ticket was bought as that is jus an agent? How can you buy a ticket at a agent and cant make changes where you bought it. Worse they give you 24 hours to get the ticket to the station which was impossible to do as we booked on a Sunday and all courier company's was closed for the day. So now my R490 paid for the ticket is down the drain just because we couldn't get the original ticket to the station. Very disgusted on the service Greyhound and would never ever use it in my life again. They were not transparent with the small print on the Terms and conditions. Worse bus service ever.