Repulsive service

my brother rescheduled his bus ticket from yesterday to today and was given a new ticket reference number and advised to pay the difference in ticket fare. Appaently there is a time frame to pay the difference in and the "SMS" was never sent to him and so he did not know. We arrived at Park station and received attitude and resistance, being forced to buy a new tickect while the bus initially rescheduled for has not even left yet. I HATE how there is no accountability as he bought the ticket online he was told to call the call centre for assistance while the employee is sitting right infront of us with the very same system. this is STUPID and redundant. they need to TRAIN THE EMPLOYEES IN CUSTOMER CARE AND HOW TO NAVIGATE THE ****** SYSTEM.