Horrible service provider

This is the worst experience ever... It's my first time using intercape and my first time in a bus in 6 years... I'm in bus 073 and we have been stuck by the side of the road on the N4 for more than an hour now and no one is addressing/ informing us what is happening and what the plan is. The drivers aren't saying anything, the call center isn't answering and their WhatsApp has no responses.