Bad service

Bad customer service. First bus arrived almost an hour and half late to it’s destination. Also, when I called to report that I forgot my router on the bus I was told to send an email they will reply within 24 to 48 hours. It’s the 4th day now and still no reply. Bus left from Heidelberg (Gau) to Durban station on the 15th of December 2022 at 8:45am. My ticket number is ***EM122. I was sitting in the front sit next to the assistant driver.