Disgusted by service deivery

On the 23 September my boyfriend booked a bus ticket on the website from PMB to JHB, the time stipulated on the booking was 19h05 but the bus only arrived at 21h05, I called the call center and spoke to Gladys Mokalanyane and she advised that there was an error on the website, but they didn't even have the courtesy to SMS or email to advise of the delay. She advised that I need to go to the Translux offices to request my refund of which I did today at Park Station and when I get to the window the consultant advises me that I must have a copy of the passengers ID of which wasn't explained to me, so I wasted my time and they just don't care. NEVER WILL I TRAVEL WITH THEM AGAIN. WHY DON'T THEY RESPOND BACK TO CLIENTS, THERE SERVICE WILL ALWAYS BE DISGUSTING IF THEY DON'T RESOLVE THEIR PROBLEMS