Bad customer service at intercity xpress

I had the world's most horrible service, I had to wait for 2hrs to be dissapointed, just because I was using an absa lifestyles benefit. They told me it takes 10min when I called them, but to my surprise it took me 2hrs and at the end I had to leave and go book somewhere else. The guy told me it doesn't work. The lady was busy texting while we waited in line, the other one was busy on the phone while the other guys in the other room were busy taking selfies. I told the guy that "forget about the ticket, I will book another bus", and I had to only wait 2min to get my ticket at the other bus.