Service beyond ridiculous

I am writing to express my deep disappointment regarding a recent experience my mother had with your bus service. I believe it is important to bring this matter to your attention so that necessary steps can be taken to rectify the situation and prevent similar incidents from occurring in the future. During her journey on from Beville to Engcobo on 2nd of November 2023 at 17:45, my mother encountered a series of issues that greatly affected her overall experience. Firstly, she was surprised to learn that the bus also made a stop in Engcobo which is where she was going but because of the recent attacks on your bus she actually takes a taxi to Queenstown to get the bus and visa versa. During the journey she found out that this time the bus was going to make a stop in Engcobo and if she knew she would have booked Bellville to Engcobo and not Bellville to Queenstown. Upon getting those news to spoke to the bus driver that she must be dropped in Engcobo instead Queenstown and she was told to speak to the office in Queenstown. When she reached Queenstown she did as she was told by the bus driver. She was told to pay R460 from Queenstown to Engcobo which is ridiculous. The sudden and unreasonable price hike seemed unjustified and left her feeling taken advantage of as a loyal customer. Furthermore, the level of customer service she received was far below expectations. The staff members she encountered were not only unhelpful but also displayed a lack of empathy towards her concerns. This behavior only added to her frustration and left her with an unpleasant memory of your company. As someone who values their family's safety and comfort, I find it disheartening that such an incident occurred. My mother has always re**** on your services in the past, and this negative experience has shaken her trust in your company. I kindly request that you address these issues promptly.