Bad service

Goodday, I booked a busticket ( premium couch) for my wife from Kimberley to Cape Town on 2025/04/25.. On arrival I noticed it's a single decker bus that don't offer the same comfort as the premium couch. I requested a explanation from them and also told them i booked this specific couch for medical reasons, the response I've got is that the single deck bus is the same as the premium couch, but on their website it is not the same, I was also told that they can change it. In the past Greyhound was our 1st choice ito value, safety, comfort and reliability, but I can say it anymore, lots of passengers I interact with agree that services went down. I would like this issue to be addressed as it is a concern.