Bus currently stuck, with no solutions!!!

My mom booked a Greyhound bus for last night 7pm from Cape Town to Joburg. When they got there, a Citiliner bus showed up. They are currently stuck before Beaufort West, since after 1am. She says the toilet doesnt even work. They have been saying another bus is on the way, they are still waiting. She is diabetic and has high blood pressure and stuck in the middle of nowhere. Reading other reviews on this company, this is clearly an ongoing issue and clearly all that counts is the bookings more than maintaining your buses! Send these people help please!