bad service

I Booked 18:55 bus at shell garage Queenstown, the bus did not come. the number on the ticket does not go through eventually go the whatsup number *** and he said the bus was at the station next to illuala container. When i said my pick up point was shell he then changed the story and said it was there at 18:00 . I arrived at shell at 17:30 and i was left there stranded, i had to book another bus and pay R800. what usa bad services and lies from this bus