Worst Customer Service Ever Experianced

I forgot my girlfriends bus ticket at home and was inquiring on whether I could be assisted without my reference number. i was then informed that i would have to pay 10% plus vat since the ticket would be considered as a lost ticket. i then went on to mention that its fine rather than paying that penalty i would get the reference number and sms it to her like i always do. The sales lady then informed me that i would have to pay for it since i said \ i lost it"whether i provide the reference number or not. i asked her that since when do customers who provide reference numbers get charged and asked for that clause in writing. she failed to provide it to me and i had to resort to calling the customer care line just to get assistance. I use Translux/City to City on a regular basis I have never ever had such bad service in my life and the worst part i had a screaming match which i felt could have been avoided. I was called a lair at one stage to which i indicated that she misheard me when i told her my story. she even pointed out that the camera footage would prove i was lying and i told her to please play it by all means. This could have been avoided and needs to be attended to."""