Bad attitudes and disgusting services

We have had a dealing with Southern shuttles and can I say I am so not impressed with services and the attitudes toward clients. We booked a return trip from South coast and Durban. First of all we had a problem with the return trip as he couldn't travel back on the date as there was a problem with his child's school being closed due to covid and he had to stay longer and look after his child. We informed them a day prior to departing and we were told that there is a penalty fee of R100. Due to this we decided just too book another ticket as the return ticket was for load off in Port Shepstone, as I work in Port shepstone(we stay in leisure bay). So his girlfriend rebooked a ticket for drop off in Margate and she had a strict budget. Due to my kids being sick and me not wanting to travel too far to collect I phoned their offices yesterday and asked if he could be dropped off in Glenmore and would pay the difference. This was confirmed and said to be no problem. On the way too the station today from the upper highway there were a bunch of accidents on the N3 heading in to Durban. Due to this the passenger was exactly 5 min late for their departure as confirmed by the lady manning the phone for southern shuttles via whatsapp message as she confirmed he boarded at 5 minutes past 4. Due too this she let me know that they will not be dropping him off in munster again as the shuttle was delayed with 5 min. I phoned and asked what is happening and now it's claimed that she spoke to the passenger and that they gave them the option of either getting off in Margate or missing the shuttle. Too which I was given a horrible attitude and the phone being dropped in my ear. If this is what you call customer service(a job that I am actually in now) your business is doing it so wrong. I will not recommend this shuttle to anyone, and I will never make use of them again. A little compassion in a world like today goes a long way, and I can actually see now why they have so many bad reviews.