Intercape customer service will have you wishing that fatal SA Roadlink was still around

I purchased a ticket for my colleague using Intercape App (as I have often used for my own bookings) and experienced problems with the page not loading. I immediately reported the glitch to SID support team and they responded quickly advising I try again and report my progress, which I did and payment for the ticket was successful. During check in (at the Intercape PE office) my colleague and I were told that her name was not on the list and they requested proof of the trip on the App (once payment is processed, the booked trip will be under the basket tap on the App) but the trip was not appearing on my list. I explained to them that I did book and that payment was deducted from my account and I even produced proof of the payment. After a long and futile conversation with Intercape call agents (who responded with utter disdain) my colleague had no other choice but to make alternative travel arrangements. I then emailed Intercape's customer service to report the matter. They responded that their App is managed by a third party (SID) a technical glitch resulted in my ticket details not being captured on their system even though I was billed for the ticket. They said SID would be in contact with me regarding a refund but a week later I had still not heard anything from Intercape nor from SID. The general attitude from Intercape had been of disinterest and lacking in integrity. The perception they have created is one of scapegoating which goes against their christian ethos. Very disappointing!