GreyHound/City Liner service is trash

The service I received from this bus service was absolutely horrible. the bus I had booked for my mom and daughter from JHB to DBN was supposed to leave at 9:00 but we waited for two hours with no communication whether the bus was coming or not. We were just waiting aimlessly at the bus station. The 10pm bus arrived and left us still waiting for the 9PM bus. I called three times and was told by the agent that they could not reach dispatch to get me information on the whereabouts of the bus. When I asked the guy who was packing suitcases if he had any information about the bus, he said we must just wait. I asked him to call dispatch and find out for us, he said no, we must just wait. When I complained that it was unfair to wait without any communication he said I should never book with the bus line ever again, its not like the company will go bankrupt by me not booking. if this is how GreyHound/CityLiner makes a return to the market, I am afraid they will not last very long. In case they are unaware good customer service is key to growing a business.