Intercape to Durban beach

I booked a duurban trip for my parents. Their stop on the ticket is written Durban Beach but the driver told them that the bus doesn't go there which is a lie. The driver was rude and kept on saying that he doesn't care if the report him. They had to find other means to get to their destination in the early hours. It is really disappointing that this is what's happening and it's not even for the first time. Intercape is clearly not doing anything about it