Terrible customer experience

I phoned Intercity head office on the 04th of July 2019 to book a 07:30am bus on Friday the following day using a McDonalds voucher. I couldn't get any assistance because their two call centre consultants hung up on me, I then went to Intercity Park Station where I met a consultant by the name of Sethu/Esethu. He emailed the head office and asked me to pay R160.00 difference to book a 12:15pm Monday bus from Durban to Johannesburg because 07:30am Friday bus was already full because of their delay. Sethu told me that head office will forward me with a reference number. I never received any booking confirmation and I decided to do a follow up with Lineo the supervisor. She told me that Sethu booked a Tuesday bus instead of Monday and they suggested that I should go to Park Station for a refund. Some lady who was assisting me using a middle computer got irritated asked who Yolanda is when I told her that Yolanda asked me to go to Park Station for a refund and she started swearing at me asking who do I think I am, I'm not a celebrity she doesn't even know if I'm a he/she, she then asked me to call Yolanda using my phone when I told her that she's not doing me any favour. She even refused to give me her name when I asked for it. She chased me away and told me to come the following day when Sethu is there.