Checkers complaint: Bus ticket

I bought a bus ticket on Monday. And I was notified that a 2 year old child do pay for a bus ticket which I did not have a problem with but wondered that why should I pay for him. Same day I did investigation and called the intercity express call centre and ask and I was told that only 3 years and above kids should pay and same time I came back to the store and explained to who ever who was on the counter and was in formed that their system states that I should pay for the child or when I arrive there at the bus station I should as for refund as it could be refunded. Only when I arrive there at the station I could not get the refund and was referred back where I bought the ticket. I did call the parkview store and told them I come twice at their store regarding the matter and got no proper advice on how to deal with the matter and they advised me that I must to the store but unfortunately I couldn’t as my mother and son had to go to the funeral which was for yesterday Friday.

How do you put a cashier who is clueless about the system.

Why was I not adviced that I could cancel the bus ticket and re book again.

Why Management was not involve on the matter.
Why the same Cashier did not bother to ask her leadership regarding such matter after a come twice on the store both Monday and Tuesday.

How do I get my refund after I was not provided with the right information..

These is a day light robbery.