Appalling service

I booked a ticket for a friend to travel from Potchefstroom to Bloemfontein on 7 December 2021. When we got to the bus we found out the bus is going to Upington and not Bloemfontein. When I then looked at the ticket I noted that indeed the lady who assisted me Lerato Kokwe from Computicket in Checkers at Mooirivier Mall Potchefstroom made the booking to Upington. She onyl confirmed the passenger's information and not the destination. The same passenger came from Bloemfontein to Potchefstroom on the same Intercape bus service the previous Friday and I have the ticket to confirm that. Matter was brought to the attention on Intercape and a complaint was made but I am still awaiting my refund. They said it would be resolved in 7 days it's been more days now and no one has contacted me I have to keep calling in. I am a cancer patient and because of that mix up on that day, it caused me to be late for my chemo therapy on that day.