Bad Service from Golden Arrow Bus

There is a bus that depart from Cape Town to Belhar weekdays at 17:30, the bus is always late and there is no seem to care about that because no one informing us. Yesterday we waited for an hour until we decided to go take the bus that goes to delft. i mean its not fair that you pay so much expensive monthly tickets and bus just do not come. The Belhar line is very bad when come to buses. We need help.