Billion Stars Express review: service

Driver in plate number VAB 7211 left us, with my pregnant wife, in Malaysian Immigration from Hat Yai, Thailand. He didn't wait for us. We were not late and they have not waited 10 mins. They just left us and our things (mainly food) is still in the van. After more than 1 hour, we were able to ride another van to Penang but of course we paid again. We went to Sungai Nibong Terminal and called the Manager, but instead the manager, after promising me to call me, didn't call again and just left his call mailbox. after waiting for 1 hour again at Sungai Nibong to talk to the driver and at least get a refund, Suddenly our food were returned by the driver BUT he didn't confront us. Meaning he was there all alone but doesn't want to show himself. Im ok being stressed but my pregnant wife was also stressed. It was a miserabe experience. Not to mention the staff in the counter doesn't show empathy to, at least, my pregnant wife.