The One Travel & Tours review: Bad customer service

I purchased the ticket from easybook.com coach ticket from KL back to SG. There was no instructions, contact support nor details of platform and bus shared prior to the trip. We call One Travel & Tours SG customer service hotline as that is the only available number found and staff was very unhelpful... After explaining our situation, the staff just inform the number is only for buses from SG only. Checked if there is any booth I can find in TBS or any contact numbers we can call, the person just keep reply there isn't and he dont know, telling me to ask on own at TBS. This is totally unreasonable.. for customers who travel the first time and do not know the procedure + do not understand malay, it is hard to navigate and find our way. We had to ask around to finally know that the name of the bus is reflected as Five Star here and not One Travel & Tours we booked (so there's no way we can just see from the time tables as it's different name) and that we should queue at a counter to get a physical ticket + chopped before we can board the bus. The whole process took us around half hour and lucky we manage to board the bus minutes before it depart. We brought drinks onboard as we were rushing due to the long process to only get rejected by the driver to go down to throw my drinks and that I cannot drink here. If drinks is not allowed, would have been better if it is indicated upon purchase or at least with bottled water offered for long bus journey and not being told to throw my drinks away only after I board the bus.