Worst shuttle experience

I'm never using this shuttle service again. My wife and I use the shuttle service for long trips between North West and mpumalanga. We never had any issues until now. We always had a pick up point at Sun village sun city. It's now changed to inside the resort by the welcome center. I asked for the them to pick my wife and 11month son from sun village because the resort needs an access card. They told me she must find a way to make it there or she'll lose the ticket. I plead until they say she must wait outside the gate that's the best they can do. That area outside the gate isn't safe and that's why I asked them to fetch us at sun village they'll be ready and waiting and no need for delays. They rejected that and the lady over the phone rudely suggested I'm wasting her time as she's told me 3 times already and she was of no help as to get a solution. I'd understand if I was asking for the impossible but the pick up points are less than a kilometers apart when driving but not for a mother and child. And to feel useless because the Limetime team could have just asked the driver since they know the pick up points are the very close. I'm disappointed in the manner the lady over the phone spoke to customers and I'm hoping it doesn't happen to anyone else in future in need of help urgently like my situation. Being spoken down on and treated like a useless individual wasn't nice. I hope you take this matter seriously. I'm going to start using Citybug or other shuttle services going forward because of this experience.