Rede Expressos - Bad service and refund money

I bought 6 rede expressos bus tickets for Porto to Lisboa My ticket no is 5102461845 and for 20-04-2024 18.30 Vistula 50 and I was there right time but the bus driver not allowed to entrance he said go to counter I went there and the counter one women said have to buy again new ticket and again I bought 6 tickets. This is really disappointing. They are not responsible and I asked to complain book but also they did not give me I really upset and I strongly complaint to refund my 6 tickets money because according to they behaviour they are seating for scamming really bad service