Poor service

I booked a bus ticket, and called to mention that my daughter will be late due to another bus delay. My enquiry was to check if I can get a reschedule for tomorrow or refund i was told the system cannot cancel the ticket and rebook for another day just right after 120 was debited from my account as an administration fee this was around past 6am.I called again 8am to check if they can help me maybe thw system will allow this time and i was told i should have called an hour before of which i did. Still no help was received as i was told i have forfeited my ticket. In order for her to travel i must buy another ticket, i am never using busses again you are not customer friendly.