Dead customer service

I contacted this company early morning to change my departure date. And I was emailed back after sometime to say I must cancel it online I go online and it says I must go to a station of which Hibberdene doesn't have a station. I googled numbers and came across a WhatsApp number and I said my story and it was said cancelation must be done 24hrs before departure. I had to rush to Maclear to my sick child the person by the Nam of Tintswalo said I must send a sick note in order for them to cancel I did so and Tintswalo never came back to me. I called at 15:30 & the lady said she will sort the matter and get back to me it's been an hour and I haven't heard from them. I think they are delaying in order for the money to be forfeited. Their customers service is dead