Late bus with no excuses or updates

I booked a bus ticket that says it will leave umthatha at 16:30 and now it's almost 17:30 am waiting no apologies no nothing.when you ask one of the staff members about the bus they dnt know where is the bus.what kind of a service is this at this moment i don't know what time I will leave umthatha to Johannesburg.their service is bad.