Bad service ever

I am so disappointed with this company i booked city to city for the 1st of November, on my ticket it was written that the bus will departure from stutterheim to Johannesburg at 17H40 but it never pitched up an hour passed waiting and it was raining heavily. I heard nothing no communication whether via sms after an hour and couple of minutes translux pitched up and when i asked the driver about city to city he just asked where am i going he never answered wht i asked abt city to city he just said i must go inside the bus without any explaination. And this not the 1st time this has happened to my mom as well but i thought i should give them a second chance. This is totally unaccaptable we cannot be treated like nothing we are paying for our fares it is not like they are doing us a favour.