COMPLAINT - DISGUSTING SERVICE

I am so upset with Eldos. I booked a bus for Friday 21.10 leaving Durban beachfront. Bus was for my elderly sister in law. The bus did not pitch. Eventually at about 11pm another Eldos dropped my sister in law at the bus station. My sister then went to the office and they said the bus is coming but the ladies there were very rude and not very helpful. At 24h00 she was eventually put on the bus with another passanger. The bus was on its way to Jhb with just the 2 passangers. The bus broke down at Montrose and my SIL was alone with the driver as the other passanger got off there. She was very afraid. My question is how can you not inform us that they have canceled the 21.10 bus? I tried calling the customer care line several times and was told the bus is delayed but will come. I also sent messages on the WhatsApp line and eventually they blocked me. Who would have been held responsible should anything would have happened to my SIL? I am very angry about this and need answers but they are not answering their phones.