Greyhound Service 'a nightmare in disguise'.

I bought two Greyhound bus tickets for myself and my cousin to travel from Johannesburg to Durban. The trip was scheduled for 8 November 2018 leaving Johannesburg at 10pm. We were scheduled to arrive in Durban at 05:00 am. All excited as it was my cousin's first trip to Durban and I was looking forward to seeing my sister who a couple of months ago moved to Durban. We were looking forward to our experience traveling with Greyhound but it turned out to be a nightmare. The bus was initially traveling fairly well, but in the middle of nowhere at Montrose it went dead. I thought probably the driver was making a stop to check something but it was the opposite. In about 15 minutes after the bus had stopped, a driver comes up to the upper deck and asks for 5 people who do not have luggage to come with him. No explanation is provided as to why we had stopped and the request for particular passengers. 20 minutes pass by and still no explanation. I decided to ask the driver what was happening and he tells us that the bus has broken down and that a mechanic is on his way. Greyhound only sent us passengers after 30 minutes of waiting an sms stating that 'the Greyhound service is currently experiencing a technical service interruption in Waters-Meet and will update us on the progress shortly'. No feedback whatsoever was provided by Greyhound for the 4 hours we endured waiting for the bus to be fixed. Bear in mind we had set up appointments and made bookings for the day as we had initially anticipated to arrive early in the morning to accommodate our stay in Durban as we had taken leave from work. Worse part of it all is that after a 4 hours wait for a bus to be fixed, it turns out that the bus had run out of diesel. We were then downgraded to Citiliner and only arrived in Durban station at 9am. We were treated like baggage that Greyhound needed to rid itself of. We laid our complain to the Greyhound team in Durban and were advised to fill in forms requesting for our refunds which we did. I have since been sending emails to the Greyhound team to advise on the progress of my query but they have only responded once and have since not bothered to provide me with any feedback whatsoever. I am extremely appalled by the lack of customer care and the disregard that Greyhound has for its passengers.