Refund dodging

Yesterday, at Blue Route, I bought snacks at the Self-service terminal but the queue was so long at the concession stand that I never redeemed the tickets for snacks. I would like to refund the ticket. The Blue Route branch said I had to phone customer care, but when I phoned customer care they said the branch had to sort it out. Then I got disconnected and can't get through to customer care again. Is this kind of refund dodging normal for Ster Kinekor?