Delayed bus and bad communication

I am so disappointed with the service I got when I booked a bus. The bus was 3 and a half hours late and there was no communication the bus would be delayed or what was going on. We waited in the cold for hours. Nobody answered the number we were given for emergencies and when I tried the WhatsApp number,I only got a response 4 hours later. This was the first time I was using this bus and it will definitely be my last. You guys need to go back to the drawing board when it comes to your service because you are failing dismally. I wish I could give you a 0 on your service because you don't even deserve the 1 star.