Unprofessional Service Led to Missed Bus

I am writing to express my disappointment and dissatisfaction with the service I received from Intercape Bus Lines on 04 January 2026. I was scheduled to travel on the 13:25 Intercape bus. I arrived at the bus station at 13:00, which means I was 25 minutes early. When the bus arrived, I approached the driver to confirm whether the bus was going to Bloemfontein. The driver informed me that the bus was not going to Bloemfontein and said it was going to Cape Town, without explaining that the bus would pass through Bloemfontein. Because of this misleading information from the driver, I did not board the bus. I then waited at the station for approximately two hours, confused and distressed. I later contacted Intercape customer service to explain what had happened. Unfortunately, the consultant I spoke to was extremely rude and dismissive. She repeatedly insisted that I was late, even though I clearly explained that I arrived on time and was misled by the driver. When I asked what could be done to assist me, she stated that she did not know and offered no solution or support. This experience was very disappointing and unprofessional. I trusted the information provided by your driver, which directly resulted in me missing my trip. I believe this situation could have been avoided with proper communication and respectful customer service. I am therefore requesting a full refund, as I missed the trip due to incorrect information provided by your staff. I also request that this matter be investigated to prevent other passengers from experiencing similar issues.