Eldos buses bad service

My boyfriend booked a ticket on the 23rd of March 2020 from warden to dbn him along with another woman where not picked up at the bus pick up point when I contacted the bus service that evening to sort the matter out I was advised the bus was 2 and a half hours late no communication was made to the passengers that they where running that late when I said it is not good enough I want the ticket either changed or refunded I was told I would be contacted back I waited until 8am this morning then contacted them again this time I woman answer and asked for the ticket number and she would check the ticket against the passenger list again said I would be contacted back it is now after 3pm I am still waiting and we have had to make an alternative plan to book another ticket to get my boyfriend back to dbn this type of service is disgusting and unacceptable we have now had to pay out twice for a service which was not received the 1st time when it was paid for so now as a result we are R255 in a minus as today's ticket cost R50 extra and want that money back I can understand the bus service running and hour to an hour and a half late but 2hrs30mins late is outrageous without letting passengers know there is a delay because they will leave the bus stop thinking either the bus isn't coming or has by passed the town.