Intercape customers services is just useless

I phoned the 24hr call centre 48 hours before departure of a bus I booked in order to cancel a ticket for 1 of 4 passengers I had booked. The call center agent I spoke to was quite rude and inconsiderate. I had bought 4 return tickets and was just asking to cancel 1 due to unforeseen circumstances but she acted as if I am no longer a customer. This is peak season and surely they can resale the same ticket she told me I will have to forfeit.