Disgusting behavior from the call centre

I booked a bus from kzn to jhb on Saturday evening for Monday morning but sadly my father has passed on therefore we will be staying in kzn for a little longer. I called on Sunday evening to cancel the bus and was told I would get my refund only if I cancel 48hours before the trip which doesn't make sense in this case as I had not even booked the trip within 48 hours but less than that. Now I understand there are policies in place but I don't have money to even move I had booked with my last money as I was leaving and I was told I need to provide a death certificate. Besides that complete invasion of privacy, I am a black lady. In our culture we don't get death certificates from our families as easily and this is a very very private matter. I had the displeasure of speaking to a gentlemen by the name of Merlin. He refused to give me his full name citing it was irrelevant. How is irrelevant that I as a customer is requesting information but the company refuses to provide and yet I need to provide something as personal as a death certificate......this boy was rude and not sympathetic at all and didn't even try to be empathetic to my loss. Intercape has hired people who have no accountability and do not know how to treat customers the Consumer protection Act states that a customer can withdraw from the contract with reason and is due funds that they have paid. This was not followed. I was not supported in my grief and was treated like nothing but screaming customer and not a grieving daughter. This is disgusting.