Unprofessional and appalling service

Latoya should not be working as a customer service or reservations clerk. She has absolutely no customer service skills, no telephone etiquette and sounds like she hates her job to the point where she rudely drops the phone while the customer is still speaking to her. I booked 2 return tickets from JHB to P.E got off at Uitenhage instead of P.E and assumed that I could board in Uitenhage as well, when I called Latoya on the 7th of November to confirm what the departure time is she told me that I have to board the bus in P.E as it was booked from P.E I made another booking for 1 more passenger also from P.E but when collecting the ticket at Shoprite I was told that we can board in Uitenhage provided that we notify the driver. Latoya spoke to my mother and promised to call the driver to confirm if he could pick us up and call us back, at 16h50 we had no call from her. I then called the call center and asked Latoya if she confirmed with the driver, she told me that we would forfeit our tickets if we don't board in P.E. I asked her name, she rudely refused, I asked to speak to a manager she told me that I think I know too much I should get the recording and dropped the phone in my ear.