Greyhound - Bad service

I bought a ticket for the bus that was supposed to come 21:40 at midway 1 lowlands road Estcourt. Realising that the bus is more than 2 hours late I tried calling the call centre but I couldn't get through for two hours. No bothered to update me. I was stranded in the designated pickup spot for two hours watching other bus companies coming to pick their passengers. I finally got through the call centre at 23:40 pm and the agent told me that the bus was late and it did come couple of minutes ago. According to me the bus did not come to the designated pickup spot at all. I was puzzled about this and shocked. I was stranded in the bus stop. I started trying to buy another bus ticket from the buses that came to pickup their passengers. Around 2 am in the morning I bought a ticket for the bus City to City for R300 in to go to Matatiele Eastern Cape. I'm disappointed with Greyhound. I feel belittled and not important client. I want Greyhound to investigate what time did the driver came to midway 1 lowlands road Estcourt,did he came to the designated pickup spot or he did not come because he was rushing and very late. Did he stop at the correct designated pickup spot and for how long before he left. At the designated pickup spot I am able to see all other buses coming to pick up their passengers and going but there was no sign of Greyhound bus.