Bad first time experience

I was in the bus travelling from Port Elizabeth to Johannesburg on the evening of the 3rd of February 2018. The bus traveled for 427 km without a refreshment stop, I don't think that is healthy for customers. I asked the driver why is he not stopping he told me that he is following company laws, I called customer care and I spoke to Mthombo Langa, and she told me that there is nothing that she can do and that the refreshment stops depends on the driver. What I don't appreciate is that both the driver and the lady at the call centre gave me an attitude when I was actually asking a valid point, because you cannot drive with people for so long without a refreshment stop, even when driving your own car it is recommended that every 200km you need to take a refreshment stop. It was my first time using this bus, and from all other buses I have used I have not experienced synch experience I experience with this bus. Other customers are saying they will no longer use the bus.