Greyhound is a disgrace

I booked my tickets to cape Town on the 8tg February 2020. I travilled with 3 kids. 1 baby and a 4 year old and a 13 year old. On our way the driver stopped the bus on the road and drained the toilet water it was disgusting this was 2 hours into a 12 hour trip and from there we had no water on the bus. The toilet was dirty full of urin and when we got in the bus was very dirty and discusting. On the trip I got woken up at least 4 times by the bus people to ask if my daughter paid for the seat she was sleeping on. I was very angry as this woke me baby up too. I then decided to cancel my trip with greyhound back home and fly instead. I called the call center to cancel and was advised to send the email and a number. I sent the email the 13th February 2020. I did not receive a response and sent another email a week later. Still no refund. I then called the call center again and was told they will call me back as they took my number and email. I still did not receive any reply. It's been almost 3 weeks. You pay greyhound more cause you expect better from them yet you might as well go in a taxi cause that's how horrible they are and the sickness you can get and your kids from that bus. I am disgusted and the service is poor.