Intercape - ******* Service

On the 13th December my niece was to board a bus to Durban, this ticket did not state where we were to drop her off. As a result we drove around for 3 hours and nobody could assist us not even the Intercape Bus Drivers (we were on the wrong side of the freeway). No where on the purchased ticket did it state which N1 Garage we were to drop her off at. I logged a call with Intercape and no feedback was given in a month. When I called in today, i was told it is the customer responsibility not Intercape to be clear as to where we must board a bus. Surely those details should be clear on the ticket? When we book a flight it is clear which airport we must board a flight at. Angel, the consultant did not even know that Durban is in a different province! Absolute ****py service Intercape - I want my refund on this ticket. I should not have to suffer out of pocket because you lack the ability to be clear to consumers. This is unacceptable! I want a senior manager to call me and do a refund!!!