RUDE STAFF, TERRIBLE SERVICE, UNRESOLVED ISSUES WITH TICKET

Despite contacting Intecrity Xpress (which is an Intercape affiliate) to try and alter a bus ticket (bought as a flexi ticket) +10 hours before the intended time via their whatsapp line, email, and attempted repeated calls I initially was spoken to rudely, unprofessionally, and unhelpful by a whatsapp employee. She/he stated I need pay R70 immediately and send POP. Due to not having a PDF as proof of payment (which my app would not allow) but was willing to accept is my issue, I sent through an sms as POP and screenshots (and emailed these too). The whatsapp employee just said "i can't help you" - I asked for further help, direction, and advice from another operator (and got no response). So I had paid for my ticket, the INSISTENT IMMEDIATE R70 (and apparently I could change the bus up to an hour beforehand - this was +10 hours before the intended time) to change it, and tried to seek help - I got nothing but a rude, unhelpful response and silence. However, when I called, I did hear from a very kind, helpful lady. She said she would forward the POP that I did have to the finance department and get back to me once it was sorted. I was in no rush to alter the ticket to next week but did want to ensure that the bus ticket was not assumed to be used (as I had paid for it, would not be there, HAD EVEN PAID FOR THE ALTERATION, and need to travel with it next week). I HAD MET ALL THE REQUIRED CONDITIONS - FROM A FLEXI TICKET TO PAYING ANOTHER TOP-UP FEE TO ALTER TO MAINTAINING CONTACT BUT WAS SEEMINGLY BLAMED AND TREATED BADLY FOR IT. I received the automated email stating that they hoped I had a good bus trip. I WAS NOT ON THE BUS AND SPENT HOURS TRYING TO SORT THIS OUT! To the lady via their phone line who I did speak to - thank you. She was helpful, but sadly did not follow up about the issue (despite me sending 6 emails in our email thread). Terrible whatsapp service, consistent customer care, contactability, and professionalism. WOULD NOT RECOMMEND.