Intercape bad service

I’ve send my wife on the bus from Upington to Cape Town. She had to go for an emergency tissue injection for her back.

We booked the ticket in advanced to get a window seat. Someone else sat on her seat 11 that indicated on het ticket number.

The intercape staff told her to sit somewhere else because she’s messing with the driver's time.

She had to sit at seat 1 because the bus were to full.

The staff and driver are so rude and not helpfull.

All that advertising and promising advertising are **** just to attract customers to make money.

I hope someone can help me to take this matter further, becuase the call centre is useless.