Intercape poor service

I called intercape to change my bus ticket on Friday from after lunch waiting on long queues to change a bus ticket. The lady who ended up helping me went to deposit the difference of changing the ticket at Absa atm and called again to confirm transaction which she made me a new ticket. She made a wrong one for the past weekend 24 Nov and sent I via email I still have it. I sent an email at info and was asked to forward my reference number which I did. Was ignored the entire sartuday and I called midnight to confirm if the ticket was indeed rectified. The guy u spoke to made mention of the ticket was never changed from the beginning and there's nothing I can do but to buy a new one. Since I really had to travel I bought a new ticket out of my own pocket after so much cash spent on queues a couple of hours. I feel I was wrongly treated and would like to be personally refunded my money.