Bad bus service

My brother bought a bus ticket yesterday for 01h00 am 14/07/2018 to depart at Ultra city Shell station Umtata. We waited, with others, for the bus in vain for 3h15 until we gave up at 04h15,no smses sent to passengers and the phone number given in their tickets was not being answered. That's the bad service we received early morning. Ticket ref: **********