Unsatisfied Loyal Customer!

I am a frequent Intercape user and in fact have been a loyal customer since 2012. Unfortunately I am saddened as their services have really gone down the drain. I purchased a bus ticket and had to reschedule it. Getting through to the agents takes enough time, but once you get to an agent the amount of time they put you on hold to verify information is ridiculous. I have spent more than R120 on airtime by being put on hold over the past 24 hours trying to reschedule my ticket. Unfortunately after running aroubd endlessly after sending the proof of payment for the difference , my battery died. I then went to Durban station at 20;45 and the receptionists were gone and only the check in agents for luggage were there.

I woke up this morning and they had called my emergency contact who was not even sure of my bus ticket details and asked her when I am leaving, She expressed she was not sure but maybe tomorrow and the lady named Thando advised her that if anything needed to change i could contact her, I called them to correct that it was Sunday as I had initially advised them fro the start and now the want me to pay again. Intercape is already sitting with R240 of my money for a one way and wants me to pay again because they verified information with someone who is not the ticket owner.

I am very upset and I am not getting any assistance from the agents as all they keep trying to do is squeeze every cent out of me!!!!!