Disappointed service for Pensioner on Intercity

My pensioner mum bought her ticket from JHB to DBN at Checkers, and the pick up was 1st April 2018 at Shell Utra City Samrand, since the most convienient Star city was closed for renovations. There are two Shell Ultra City Samrand and she waited since 7am for pick up at 8am. The pickup was not stipulated on the ticket at all and the phone numbers to call on the ticket was not sucessful. She managed to go to the ultra city Jhb North and was told the bus left,. We finally got hold of a lady on the number on the ticket and was told the driver did call them to say the passenger was not there. Why did the driver not call mum, he had her details? Why was the contact number unavailable especially since passengers traveling should be able to make contact in these instances? We were told there will be no refund or change of times on the ticket. As a pensioner money is the object and seeing mum distraught I bought her a ticket on the Greyhound so that she could be on her way. Tickets from Intercity should stipulate the pickup points to be N1South or N1 North with the address on the ticket! The contact numbers on the ticket should be available at all times for communication for passengers! Refund the pensioner as it is the right thing to do!