Unfair bus service

Today sunday 22nd August 2021 a lady called Ncumisa Galela and a gentleman where waiting for intercape bus at shell garage the bus from 15:00 afternoon the bus came in at Caltex garage side (opposite) garage and didnt stop not even for a minute they waited at shell till 19:00 than decided to call the buses help line only to be told nothing can be done and only an email can be sent and if they want to travel they should pay full fair again and go wait for the bus at same spot . The ladies email is *** cell ***