Poor service by the APM bus company

My wife is stuck at Umtata train station since 5pm after booking a bus to Johannesburg park station. She and other passengers are sitting there for the past 4hours and no one is giving them answers as to whether there's any alternative mode of transport. What worries me is that she is 5months pregnant. There's also poor kids there. When I call their call center they just hung up on me. These poor people have paid for the service yet they're not attended to.