Intercape - Change of pick up without informing customer - refuse to refund

Customer Complaint
January 5 2023. Passenger traveling from Mosselbay to Kimberley. Pick up on bus ticket: Shell Truck Voorbaai, Louis Fourie Road. Passenger was at pick up point at 3:00 as per required by company. 3:30 notices no bus. As busses are more often then not late, passenger is not very worries. After +- an hours wait, customer starts calling the company to find out if the bus is late or what is happening. Customer gets informed bus departed on time. After more enquiry it comes to light the bus was standing around the corner at a Depot. Not the pick up point as indicated on the ticket. Company-Megan van Wyk, informs customer that all other passengers were there and were picked up at Depot around the corner. Customer request proof of company informing customers of change of pick up point, as customer was waiting at address indicated on bus ticket. Megan van Wyk and manager offers customer a voucher minus 25%. Still no proof of informing customers of change of pick up point. Company refuses to refund customer when it it clearly the companies mistake in not picking up customers at designated point. Rewind to 13 Desember 2022. Not even a month before this incident. Another customer was traveling from Mosselbay to Kimberley. Address on bus ticket Shell Truck Voorbaai, Louis Fourie Road Tues 10:00. The bus stopped at this address. Now did this address suddenly move around the corner in less then a month? All proof of correspondence, bus tickets, pick up point can be provided. Not seen such terrible customer service in my life, where it is the CUSTOMERS fault for not being picked up at the RIGHT pick up point and the CUSTOMERS fault for the bus stopping at a different location. How dare she!! I need a person with decency to please contact me regarding this issue. Someone who actually knows how customer service works. We have always where possible used Intercape. Seems we need to review our loyalties, as Intercape has now loyalties towards their customer.
I am happy to give all relevant info to person who can provide Customer service.