Poor service and very disappointing customer care

I booked a ticket for my mother from bushbuckridge to Midrand for Sunday the 28th on Friday the 26th and booking was confirmed, I also got the reference number. The website also showed after my payment that there are 10 seats left in the bus. Come Sunday when the bus arrived at KFC bushbuckridge station (bus plate - JH68NN GP) the driver calls out names and my mother’s name is not on the list, the driver called the office and tells them that there must be a mistake because he has a passenger whos not on his list after I showed him the ticket, booking reference and opened my banking app so he can see the deduction. The lady on the other side ( her name is colisanga/ or Colisang) I’m not sure if I wrote it correctly but she refused to give me her Surname and she was rude insisting that I took time while booking that’s why the confirmation took time to appear on their system but to my surprise is that she does confirm that the payment went through and they can see it but unfortunately there’s nothing they can do and the bus is full my mother is not allowed to board. I don’t know if this is how the company treats it’s customers because it was not my first time booking with greyhound and she had no right to tell me that I did not book correctly or I took time on the website booking. Wheres the transparency in that because I now had to drive my mother to Johannesburg that Sunday because she had an urgent meeting on Monday and her response was also that they will try and make a booking for Monday. (How do you try while you have my funds in your account or system) and in order to get a refund I have to contact another department and they can only respond on Monday. The service is very bad and I’m very upset because had I not being there my mother would have been left stranded without and remorse from greyhound and their agents. At this moment I just my my money/ refund back and I won’t explain myself again to the finance department.