Delays and bad service

I'm EXTREMELY displeased with the service of this past Monday's Gautrain services. My mother came from the airport and when they were on Marlboro they were told there are technical difficulties, but will leave as soon as it's fixed. Then MUCH LATER they slowly made their way to Midrand where they were told the trains will not be driving any further. When asked how those people were suppose to get home, shoulders were just shrugged. Luckily my mom found a girl whose parents were able to fetch her at Midrand and she got a lift from them.(I don't know how the rest of the people EVENTUALLY got home) In the event that the trains can't go any further shouldn't you let the Gautrain buses go and get those people and take them to the station they need to be? Also I phoned their Call Centre, where the operator was VERY VERY rude and put the phone down in my ear numerous times. This is UNACCEPTABLE!!