Intercape is the worst.

So my elderly technically blind mom had to travel to the South Coast to see the eye clinic there. The trip down went off without a hitch. I was worried about this as the trip we had in June was an absolute nightmare with us arriving almost 3 hrs late at our destination. The route by Pieter Maritzburg was never changed to accommodate road closures for the Comrades Marathon, and then the bus was overbooked and passengers supposed to be on another bus was on ours. We could not go anywhere as no one in charge knew when all would be sorted and we would leave. The driver I have to say handled everything with grace. Anyhow back to Wednesday.... so my mom was booked on a bus leaving her departure spot at 19:05. We all know you have to be there 30 minutes prior. So just about 1 hour before the bus was set to leave in that chaos of getting to the stop not leaving anything behind Intercape changes the bus!!! They sent out an sms. Only to moms nr not mine also. I mean all my details was captured as I paid for the ticket. Mom missed the sms stating she must now get on a BIG SKY bus. Now I am booked in at a guesthouse at her arrival stop because she was supposed to arrive after midnight. I tried their whatsapp chat and only after almost 3 hours did a consultant get back to me on that. Called their call centre twice. Held the line for over 10 minutes each time. Second call was answered just as I was about to drop that call too as it costs money to hold on for that long. We were then told my daughter has to drive over 80 km quickly to catch the bus where it would stop next. The consultant also could not send me the location or anything bacause their systems are incapable of doing that. So you have to try and search a name on google maps that does not show as they relay it to you. No apology for their chaotic organization of this trip nothing. Sent an email on Thursday morning after I got the email from a consultant and still no response from them 48 hrs later. Now I am wondering is this now the new idea to ***** money? How many people who can not read has been duped in this way? Roadlink operators call passengers who are not on the bus when there were changes made. Why not Intercape? I am extremely vexed with this entire situation. Never will I ever use Intercape again.