Rude consultant on whatsapp chat at intercitu bussses

I am very disappointed with the service i got from intercity buses, i bought a return ticket to Pretoria in Pietermaritzburg, unfortunately i was sick i went to fhe dr for check up and i couldn't leave, i reported the matter and i was told no refund no exchange unless i provide a dr sick note, i did that, i was told to pay 80rand rebookong fee, i paid ontop of 700 for the ticket its been 2 days now they still say they arw verifying the payment and to top it all the consultant using the whatsapp help line is veru rude, unprofessional, gives one word answers, doesn't have the decency to treat customers with respect, im so disappointed with the service, and they are ****mers you pay for the service you didn't receive and your money is gone,