Refund Refused Despite Attempt to Cancel Within 48 Hours

I am disappointed with the service I received from Intercape.

I contacted the route agent before 15:30 to cancel my ticket, but she refused to assist me, saying my ticket reference “did not have the alphabet.” I explained that when I booked online, no alphabet was included in the reference provided to me.

I then sent an email at 15:30 requesting cancellation. Intercape is now refusing to refund me, stating that I was supposed to cancel 48 hours before departure. However, I made a genuine attempt to cancel within the required timeframe, and I was not assisted.

I do not understand how the 48 hours is being calculated when I reached out before 15:30.