Missing Christmas because of shocking service

<p>I booked a city to city ticket for my nanny between johannesburg and mthatha for the 22/12/2016. She has been saving all year to go home to be with her daughter over christmas. She asked me to book for her online. the booking was done and we entered the card details on their secure payment portal. the money was debited from the account, confirmed by an email and an sms from fnb but no proof of booking was recieved. I then spent 4 days trying to get hold of their customer care centre with no answer at all. I eventually resorted to email which took a further week to get an answer. They claimed no payment had been recieved and no ticket was reserved. By that time all their buses were full. </p> <p>On the 22nd when my nanny was due to leave I got an email response saying my payment had been found and they would process a refund. no apology and no offer to try accomodate her on a bus as this was their error!</p> <p>I am disgusted and cannot understand how a large company can operate in this fashion!</p>