Let your passengers not suffer for your internal bank issues

It’s concerning how intercape from Port Elizabeth left my partners luggage behind simply because the amount paid for the extra luggage did not reflect on their system even though bank statement and proof of payment was submitted. To top it all when she arrives in Mthatha it is still her who has to run around to the bank again and to intercape offices trying to sort this only to be told the speed point they used is not written intercape. Who’s fault is that and what does that have to do with the client as she has paid full amount of R1000 with proof and on the phone notification it clearly states that it was paid to intercape then on the bank statement it’s written FNB. How do we as clients know these as we pay and swipe. Now it’s her fault and she still hasn’t received her luggage after two days already because she had to leave all of it in Port Elizabeth.