Disgusting and disappointing

I booked a bus from Johannesburg to Durban on the 13/08/2019 for 10pm, however I had an emergency to go to Durban slightly earlier. I called in, offered to pay the admin fee and change my bus ticket for a return ticket instead. I asked for the last bus on Friday, 16/08/2019 and earliest bus on Saturday, 17/08/2019 as I advised that I would NOT like a bus for 8am or any time after on Saturday and if there was no earlier bus I would rather leave on the Friday evening instead.

I was advised to contact the office since I was close by and I advised them the same, however I was still given a bus that leaves Durban station at 08:30, however when I was told of the bus the employees at the office made it as if the bus leaves at 07:30 from Durban Station, which is where I always take my busses. I advised them I would not like a bus that leaves Durban at 8am or any later. They stressed that the bus leaves at 07:30 in Durban, and they circled my departure time and told me to sign, so it was my fault to trust what I was being told and not double check that the ticket said Durban beach (even though I have never ever taken my bus there and I had made it clear I would be leaving from Durban station to Johannesburg Park station) and that the arrival time was at 16:35. I usually double check, however because I had repeatedly said I do not want a bus that leaves Durban at 8am on 17/08/2019 or any later, I trusted the staff to advise accordingly.

I woke up to board my bus really early and was at the station by 7am as advised, only to be told I was only going to leave at 08:30. I left my family far earlier than I would have liked, all to sit on a cold seat on a cold morning for an hour and a half to further be late for work in Johannesburg.

PS: I don't dispute that I should have took my time and not feel rushed to sign, but staff must also listen and adhere to what the customer requests and advise the best solution for their query, to the best of their ability as I do not feel that what I was asking for was in any way difficult or undo-able. I also did mention to the office that it seems what the call center is telling me and what they were telling me was different, and I don't understand how that is so when everyone works for the same company, therefore the information should be the same. I came off as an irritating customer and was assured what the office was final to what the call center was telling me, so I continued as advised. Terrible experience.

Very very disappointed and disgusted Thulile Mngadi