poor customer service from APM bus

i am a frequent traveler and i now that if there is a delay the bus company should notify you in time. But not APM i was travelling from Samrand(shell city N1 ) to Durban on the 13th Oct at 19:45 i was there from 7:30pm and at 8:10pm i called APM to find out whats happening and i was instantly put on hold for no reason, and the lady said the bus will come at 9pm and it was raining heavy and there is no shelter there luckily for me i was waiting in the car with my husband but what about other passengers and the lady on the phone had the audacity to brush me off and say they were about to inform passengers, that text came but only after 9pm after the bus had arrived on top of that the bus stopped at Marrian hill Plaza to change us to a different bus that driver was very rude forgetting he was late with no apology. sadly i had booked a return ticket and on the 16th coming back the driver was on his cellphone while driving, how careless is that!? his name was Miga i think he was even given a ticket for not putting his seat belt. after all this my family and friends will not be travelling in this bus ever again.... i had an incident in June where my husband forgot 1 of our bags in the bus we called and we were told where to pick up the bag in Pretoria and he did but only to find that they had stole a black pair of Nike vapormax which was in the bag..... so now a few months down i give this bus a chance and now this , i can only take so much ive had enough f bad service from this bus company