Bad customer service Metro bus

For the year i've been taking metro bus route/zone 3. The past 3 months have been nothing but worst worst customer service ever. We sit there waiting for a 16:10 (as per their schedule) but no bus comes this time. The despatch team and the office at Gandhi Square know there is no consequence for the bad service we getting cause even when you go to complain nothing happens. What is mostly sad is that metro bus have your money already on the tag you have loaded for the month and you have no option but to wait for an hour or more after arriving at the bus station. The service is very very bad not even one person comes and explain why there's a delay and when will the next bus be available.