Bad client service experience

The bus was scheduled for 16 August 2024 @ 08:05, I called an hour earlier to find out if the bus was on time, the agent did confirm that the bus was on time. I called again after 10 minutes of departure time only to be told that the bus is more than 2hrs behind schedule. I requested for a cancellation and was told that it is not possible and that there is absolutely nothing that can be done as it is a public transport. A notification of late arrival was not even send for me to be able to decide if I need to take an alternative bus or make a cancellation timeously. A public transport where customer’s rights are not protected. I’m very disappointed as it was not the first time something of this nature has happened. The company is not professional in handling complaints and servicing their customers. This will be the last time I use this bus service!!!