Bad service

Got the worst service ever. I was supposed to leave PE at 7pm the bus was very late called the call center did not get any assistance. The bus arrived after an hour no one apologies for being late or anything. Passangers that were already in the bus were complaining that the bus was locking water. Bus drove to jaffrys bay to pick up other passengers and it was full driver just stopped the bus without communication we've been standing in jaffrys Bay for two hour. This bus supouse to be in cape Town by 6am. I need to be at work at 8am and I'm not the only one here that needs to be at work. The last agent I spoke to just told me that I need to log a complaint What services is that