Miscommunication and arrogance of Intercity express bus line

We have booked a ticket to Cape Town at East London windmill bus station for 2 passengers on the 23th /01/2024 . The passengers is a student and a parent , they could not board to the bus due to unavailability of space at the college.

They have cancelled the ticket just couple of hours before the bus departure . An agent that assisted them asked for a proof from the college in order to grant their cancellation or refund . That was done

The agent then called their head office was assisted by Nonhlanhla which then confirmed through consultation that they have a grace period of 1 month to use the ticket with a penalty of 20%. Today they called the East London office to tell them of the new developments and they were asked to come through to the office to change the ticket to tomorrow.

When they have arrived there the story has now changed to the request being rejected. Their refund or cancellation policy states that cancellation are allow until 6 hours prior to departure.

I need assistance for this matter to be resolved , George is not out of the route to Cape Town it is have way through. I need assistant for the customer to be met half way .

Thank you

They have now found a space at the college in George