Pathetic Service From Greyhound/Citiliner

I am totally disgusted by the poor service this company provides. I have booked two Greyhound premium tickets for my children from Cape Town to Pretoria. Depart Cape Town 6 Jan 19h00 to arrive in Pretoria 7 Jan 14h30. They left Cape Town on time on a Citiliner (not Greyhound Premium) bus ****roach invested and reeking of urine. Then by around 11am 7 January the bus broke down in Britstown already 5 hours behind schedule. After several phone calls to their call center, I was told that a mechanic who was attending to another bus broken down in Victoria West would attend to that breakdown as soon as he was done in Victoria west. The Victoria west repaired bus was then sent to pic up people stuck in Britstown. They left Britstown at 16h45 only to stuck again 15 minutes later. By 20h00 on 07/01/23, the original Citiliner bus picked up the stuck passengers just outside Britstown and continued the journey to JHB. My children was then again transferred to another bus from JHB to Pretoria arriving in Pretoria @ 7h30 on 08/01/23. This is 17 hours late. Greyhounds' customer service email does not work and they do not respond to emails sent to their bookings email address regarding my complaint.