Bad customer service, bad attitude, no accountability, no value for our money

On the 2nd Jan I booked this bus from Joburg to Engcobo. The bus was scheduled to live at 18:30 and left around 18:50. The last stop we have was in Venter dorp mind you there's passengers who have kids onboard. When people needed to go the bus would stop by the velds and ladies would have to make a plan on how they were going to relieve themselves. Apparently there were passengers that were expected to board at Alwal North but the bus never stopped there, it passed even Jamestown the next town from Always North. Just as we were approaching Queenstown the call came in telling them about the passengers they left behind. We stayed there for 30 minutes or so as they said they were making a plan, and no plan was made after all the waist of time we had to go back to Always North. The passengers were a man with his wife and two kids a toddler and baby. You can imagine the stress we all were expiriencing at that moment and those little kids were just exposed to the coldness throughout the night. After picking the family up we headed back to Queenstown. The bus was so cold and we were told they were saving diesel. When we arrived in Queenstown we waited for 2 hours or so until we could be taken to our destinations as the busses usually do their town swaps there. I booked another ticket with them as I had to come back to Joburg on Friday. My ticket was from Engcobo to Joburg. The call centre called me to make an arrangement that I wait for the bus by my stop and that was convenient for me as they said they were having a feud between them and the taxis at Engcobo. I agreed and asked what time was the bus living Engcobo I was told at 11 o'clock. I called them at 10:45 to enquire if the bus was about to live do that I can go to the bus stop but was told the was not there yet. I called at 11 still was told the bus had not arrived in Engcobo yet. I called them several times in between 10 minutes intervals and my calls were going on voicemail this time until 12 then was told to go to Cofimvaba as the bus left before 11. My taxi fare to there was R60. Mind you I had paid a fare from Engcobo to Joburg costing me R470. I was told the bus would live at 15:30 but the bus got there at 16:00 coming from Umtata meaning it's the bus that I was supposed to catch from 11 and was told it already left. I feel like DMJ owes me a partial amount from that fare as I was misled from the arrangement made with them and I ended up paying more for the trip. And their customer service is the worst ever. The treatment we got as clients from these people is just bad. I feel for the people who do not know that they deserve great respect from the service providers like and yet they keep supporting them regardless of this I'll treatment. I think it's time the bus industry start forming an Ombudsman so that we can know where to run to under such ill treatment.