Horrible services and customer care

Complaint about services and customer care. On Tuesday 04/02/2020 at 11:00 I boarded a Citiliner bus from Cape Town taking me to Johannesburg. At about 15:00 we made a "lunch stop" in Laingsburg, and that is where the bus driver informed us that the bus had broken down and a mechanic was on its way. The bus driver had little to no knowledge of how long the mechanic would take to arrive. After about two hours there was still no mechanic. Another passenger phone Citiliner customer care and they informed her that a bus was on it's way from Cape Town and that would arrive in another two hours, but it would only take the passengers going to Kimberley and the surrounding areas and the passengers traveling to Johannesburg and surrounding areas should wait for another bus. I went to ask the bus driver if this was correct and if we would have to pay for this bus aswell, he informed me that he did not know anything and that I should phone customer care myself and find out. About two hours after that a bus arrived to take the passengers to Johannesburg. There were also ****roaches on the bus that had broken down. I messaged Citiliner customer care yesterday (05/02/2020) about this and they sent me a message this morning telling me that customer care would contact me. That was at 09:36 this morning and I have still not received a email .