Awful customer service

A friend purchased a ticket today around 13:30 and she then called to cancel it , she was not assisted. I called and spoke to Sinalo, who was absolutely unknowledgeable . She put me on hold for 15 minutes only for another agent to take over the call, I informed that agent that my airtime balance low and I asked that they call me back. They did not , I then called and spoke to Lamiez who was equally frustrating before she handed me over to Julia, who was helpful for a minute . I requested a refund and she said she’d call back after speaking to her manager and it’s 4 hours later and I’m still waiting. If you think , you are going to get my money for free , you have another thing coming. Your busses are unsanitary ( the toilet stink and need some deep cleaning) . The ventilation is also out of whack, your service is appalling , and this is what loyal customers get because your brand is trusted .