EAGLE LINER BUS SERVICE - THE WORST BUS SERVICE IN THE COUNTRY?

This was truly one of the most horrifically poor service delivery issues I have ever encountered. My wife was booked on the Bus scheduled to depart from Park Station at 4:30PM. We arrived there and made our way to the departure gate at 15:50. A passenger handler directed all the passengers outside to the bus parking/loading area and told us to wait there. Because I had my elderly mother in the car I bid my wife goodbye believing that she was close enough to board the bus along with the other passengers without any trouble. At around 17:10 I received a message from my wife that her phone battery was about to die and that they were still waiting for the bus. I then immediately called the Bus Company and spoke with an employee called Patricia. She promised to call me back after I expressed my concern and the bus being almost an hour late. She also informed me that the driver had already left the Bus Depot (location unknown) at 14:30 and that he should beat the station. She called back within 5 minutes (which I was pleased about) and confirmed in a very friendly manner that the bus driver was at the station, she had spoken with him and the bus was now being loaded and they would depart very soon. At 19:10 I received a message from my wife stating they were still waiting for the bus! I called the bus company again. A different lady answered and when I told her that I spoke with Patricia , I heard her speak with Patricia - expecting to speak to her - I was mortified when I heard the phone was promptly hung up. I struggled for about 10 minutes to get through and eventually reached Patricia again. I expressed my dismay to her again stating that it was getting dark and that people's phones were dying and we were concerned about the well-being and safety of our family members caught waiting outside in the bus loading area at Park Station at night. At this time the bus departure had been delayed for 3 hours. Patricia denied that she told me the bus was being loaded stating this time that the bus driver was busy checking a problem on the bus and they were also cleaning it. I told her this was totally unacceptable. She then started raising her voice stating that she was not at Park Station and she does not know was is going on! I was enraged. I told her that she had to make it her business to find out what was going on because people are being severely inconvenienced and that the arrival time (scheduled for 1AM in Jamestown) had not been impacted on by 3 hours. We needed to inform family members who needed to travel for 1 hour from Molteno what the ETA was. I asked then to speak to her supervisor. She told me the lady was called Yolanda. She said Yolanda was on a call and she would call me back. She never did. At 20:10 I got a call from my wife stating that they had finally been loaded on a different bus - (what they were told) because the orginal bus had broken down. Bear in mind that between 16:30 and 20:00 NO HAD SPOKEN TO ANY OF THE PASSENGERS. At 21:31 I got a call from my wife again. They were 15 km's from the Park Station at FORMISS Shell Garage waiting for fuel for over an hour because the driver did not have his Fuel Card with him. I offered to fetch her from the Bus because given how poorly operations were being handled I started having doubts about how their busses were maintained. She decided to wait for another half hour. At 22:10 about that the bus finally departed. SEVEN HOURS LATE. My question is how do companies like EAGLE BUS LINER expect to get away with this outragous lack of service? There are so many factors that feed into this which their staff are not trained to handle nor understand the brevity of. That much is clear, I feel they should be exposed and dealt with in a very public forum . For now let us see how they respond.