Rebooking tickets

Horrible experience with this Company,my brother and I booked a ticket online due to unforeseen circumstances we saw that we won’t make time for our bus.we followed the bus regulations and call in 2 hours before the departure time and explain to them due to network issues we unable to provide the picture of the ticket which They can easily locate us in their list if they were interested to help,I advised the lady that I can give the reference number over the phone which she declined as a result of their incompetence we lost our money even though we informed them in time. You guys are horrible and your customer skills sucks😡😡😡