Rude lady at intercity express office in Durban Station

My 14 year old daughter got mixed up when they were exchanging buses that were coming from Johannesburg last night at 9:00 to Amanzimtoti... they were asked what time would the bus arrive because we needed to arrange for her pick up and time was not written on the ticket and no one new. Fine we got pass that then when an hour later she informs me that they had to swop buses because they said people that were travelling to Durban and Pietermaritzburg should board a different bus she also moved to that bus not knowing that the bus she moved to would end it's destination at Durban station and a different bus would be going to Amanzimtoti. When the bus arrived at Durban station the driver made her aware of the fact and phoned a certain someone making them aware of the situation and then she was told to wait till the office opens and explain the situation to the person at the office so they'd help her board a bus that would drop her at Amanzimtoti. A lady then arrived at the office and when my daughter explained this to her she said that my daughter would have to make further payments for the next bus to take her to Amanzimtoti yet her ticket states destination as Amanzimtoti. So l asked my daughter to give the lady the phone so l can find out how much she needed to pay as she had no money on her the lady went hysterical shouting and screaming at me on the phone and then also at my child stating it's her fault she got the wrong bus cause she might have had headphones on. All this instead of just letting me know how much had to be paid. She traumatized my child and myself for no reason at all because at the end we weren't meant to make any further payments. She probably wanted the money for herself. I am very disappointed because when l tried finding their contacts on Google l couldn't in order to report this and maybe get someone that could assist me in a more civil manner. My child had made an honest mistake there was no reason for her to make her feel that way she was already frightened and shook because of the whole situation. My daughter didn't know of Margate she only new Durban which is why she boarded the Durban bus instead of Margate which was the one that would have dropped her at Amanzimtoti. They definitely need to train the lady at Durban station more people skills because she has none whatsoever. I hope this reaches them and she is dealt with accordingly. The bus departed Park station in Johannesburg on the 28 September 2024 at 21:00 and arrived on the 29th September 2024 at Durban station at 05:30.