Terrible bus service

I have a terrible experience with the City to City bus. I made a booking in Kempton park for a bus travelling from Kokstad to Germiston. The ticket was written Regent shopping complex, upon my arrival I was told that busses no longer stop at that station and was advised to go to Roylats shopping center entre. I called the call center and the was no response I'm stuck at the station and there is no bus arriving the call centre is not picking up any of my calls