Bus delayed

Yestaday i made a booking form Johannesburg to Pitermarzburg for 10pm, the 10pm bus delayed and there was no communication to its passanges. they gave us the OMEGA Couch which is very very cheap towards I paid, becuase i paid R490 and i was sitting on the easle i bookesd the window seat and the bus at the back was very cold i was shivering from Jbt to PMB....i just want to know how Greyhound is going to refund me.....what happend on the 15/07/2018 was so unfair i need a reply before i go to Hello Peter....my ref num is TCKZFRMP