Unhappy customer

On the 24th of December 2021 i booked 2 InterCape bus tickets for myself and my 7 year old daughter for Cape Town for the 29th December 2021.On the 28th my sister suggested i check if the tickes were Sleepliner as this bus is more comfortable.I called the callcentre on the 28th spoke to a gentleman who advised me that my tickets were mainliner.I then enquired about the upgrade was advised of price differences for both tickets.An email was sent with reference numbers and payment details.I asked the gentle should it happen that i don't pay on the deadline time given 18:30 of that evening will the upgrade automatically fall away can i still use my current tickets he said yes.I had internet issues i couldn't do the eft so i relaxed because i was advised my then tickets were still valid .I paid R1256.00 for both tickets.Then travelling day arrived i arrived at parkstation at about 15:50 went to InterCape boarding gates i was told to sit on the chairs and wait as i advised them my bus was leaving at 18:30.So boarding time come to my surprise the gentleman who was checking the tickets and lagguages said they couldn't pick up my ticket details.I was told to go to the InterCape office to query i rushed with my kid lagguages and all so stressed i was told by the gentleman at the counter that the agent i spoke to cancelled the tickets when he did upgrade!Which he never informed me at all about doing!!He advised me there was nothing he could do!!I felt so helpless imagine a woman with a girl child stranded at Parkstation!!! I was told to buy new tickets!!!I had to spend another R1300 that i did not even budget for or else im doomed!!With GBV on rocket sky i just couldn't be stranded with my baby at this environment!!!I was thinking safety as i could see my baby was panicking and scared because of the panic on my voice!!I bought the ticket;i was told there was a bus leaving at 19:30 that night . Immediately when we left i sent a complaint the very same evening .The bus got hit with a brick from a bridge on the front windscreen!!!Luckly the driver did not loose control!!This was about past nine at night!!Imagine the trauma and was still recovering from my ticket dilema!!When we arrived at Cape Town CBD on the 30th December 2021 i went straight to the InterCape offices.I got a friendly lady who was so helpfull she called the callcentre and spoke to someone who said they did not get my complaint i had to resend it.And they confirmed of receiving it and coming back to me.Five day later i called was given a reference number C134569 and was told someone was going to come back to me .Now 14 days later no feedback nothing no one has come back to me!!I called this morning on the 12-01-2022 and i am being told a manager is looking into it they will provide feedback.I am so dissapointed with the service InterCape is a company which has been operating in South Africa bus services for years!!I am so not happy of the service i received and staff not being willing to assist!!I want my R1256.00 refund i need this to be sorted as soon as possible!!My kids needs their stationary i need to get things together!!