Terrible service

I bought a Translux bus ticket for my daughter to travel from PE to Port Shepstone today 21/11/2019. She gets to the office in PE when speaking to the employee's they tell her there is no Translux bus only a city to city she asked to get the difference in ticket price back they tell her they cannot pay her back the ticket has been purchased already. My question is why charge for Translux if the customers are getting City to City.

That is very terrible service from such a big company like Translux