Bad service

Hi I am having such a bad and horrible experience with golden arrow bus services I don't know how such a big company can treat their customers this way. I have a gold card and and every week I load my card to travel to work and now my card is not working every night I feel so embarrassed and humiliated by the way I need to struggle to get home because I cannot use my card that I paid for and loaded my weekly on and I have phone to the fares department spoke to so may people and none of them can help me what a disgrace I use my aitime to phone them and I have had no one reply to my emails or even give me a call this is going on for 5 days now they just don't give a damn about what Im experiencing. I just had enough of the bad service. I wonder what will happen when I am stranded one night.