To try an admittedly inexact parallel, but maybe something near ...
You ordered a new car in 2018, because your old car was becoming unreliable and uncomfortable, and the dealer promised you your new one for 2019. In 2019 the manufacturer delivered it to the dealer, but instead of handing it over to you, all clean and fresh, the dealer parked it round the back of his showroom and said, "it won't be ready for another month or two yet". Then, for the next four years, every time you rang the dealership, they said, "on no, it's not quite ready yet, but trust us, it really will be soon". But it never is ready, and in the meantime, as well as paying out every month for the new car that you don't actually have, you're paying out to keep your old banger on the road, and having to live with all its faults.
Don't you think you'd be just a little bit bitter and angry in that scenario? It's pretty close to what SWR passengers have had to put up with over the period.