Bad Customer Service from Intercape

I booked a bus ticket for my daughter who was scheduled to leave Vryburg on the 3rd February 2021 at 14h00. In the morning I got a message saying there’s an hour’s delay and my daughter left Taung to be in Vryburg on time. We kept checking the status of the travel by calling Intercare’s call centre. We were informed that the bus has been rerouted. At 17:08 I got a message saying the bus has been re-routed. I called Intercape again 5 more times, at 20:00 I explained to the consultant that my 18 year is waiting at Steers, alone, he said he will speak to his manager and come back to me. 10 minutes later when I realized that there was no call coming through, I then called again. The consultant that took my call was rude and unsympathetic to my enquire, he said customers were informed about the cancellation, I explained that there was co communication about a cancellation. He shouted at me and when I asked for his name he put the phone down. I called back and got another consultant who explained that the bus has been cancelled and he advised that I postpone the trip to the following day. I asked what guarantee do I have that tomorrow will be different and he said he can’t make any promises. When I asked for a refund he told me that the refund will only be actioned in three weeks time.

This is poor customer service as I was not responsible for the delays that ended up leading to the cancellation.

I would like the consultant who treated me badly in my hour of need to be reprimanded and for my refund to be actioned in the next 24 hours as I need to get my daughter home.