Greyhound Bus complaint: Connector Bus never showed and stranded in the unknown city

I booked a ticket from Framingham to Newyork. Bus from Framingham was on time and dropped at Springfield on time. In Springfield there is a layover of 10 minutes. The announcer said Springfield to NY bus is delayed by 30 minutes. I waited for an hour and nothing showed up and all of a sudden the LCD displays of Greyhound were shutoff. I visited the Greyhound office at the station which is already closed at 7pm. I tried to reach customer care and the representative said, we have no update in our system why the bus didn’t show up. i asked to handover the phone to supervisor , the customer service made me wait for an hr on call and never escalated the call or understood my urgency in situation. I was not in the destination or origin, i was stranded in the middle of my journey in a unknown city. i had to hire a taxi and return to Framingham which costed me 476 usd and mental stress. I had booked my stay in Newyork and return ticket which were all wasted and costed me 387 usd as i couldnt travel.
i would like to file a complaint against this serious action by Greyhound service and make sure it never happen again or better take care in future.