Intercape Bus Refund Issues

We booked a bus for our two children leaving Polokwane to Pretoria on the 2nd of October 2023 and they arrived to Bosman station without any issues, But we then again booked Online returning ticket to Polokwane from Bosman Bus Station for the 8th October 2023, but upon our arrival a rude sales person told us the children cannot travel alone, so we got frustrated and confused as the children used the same bus to travel to Pretoria, now the same sales person told us she will give us a voucher and they are going to minus 25% and we must make other arrangements to transport our children to Polokwane as schools are re-opening on the 11th October 2023, up still today we still have not received any feedback and we need our refund as the issue was caused by Intercape, the issue here is that they gave us a voucher and we need a refund to make other travelling logistics and arrangments.