REFUND

I booked a bus to travel from Jhb to Port shepstone on Sat 6/01/2024 then I had a problem so I couldn't travel. I went back to the checkers where I bought the ticket to exchange they called intercity the guy who answered didn't listen carefully and he dropped the phone. The shop assistant tried again it just rang unanswered. Then they gave me the number to try and call on my cellphone still no one answered. I then bought another ticket to travel the next day. When I went to their offices the next day to ask for a refund I was given the number to whatsup which I did. They asked for a proof that I called on time to exchange the ticket I sent them and they told me I won't get a refund but they will issue another ticket for me. Then they told me to pay an additional R80 for that other ticket which I don't need anymore. I told that lady I don't have that money she told me she will talk to the supervisor on Monday 8th. Monday nothing happened, i sent a text again for a follow-up of which I needed to start explaining from the beginning and I was told to wait for a supervisor again. I don't understand why they just don't give me back my refund since they are the ones who didn't pick up their phones in the first place. Plus I don't want another ticket as I have traveled already I just need them to give me my money back