Terrible and Unacceptable Service

We were on bus service 13374 - Johannesburg to Cape Town, Monday 11th December. We left Johannesburg at 11h30 and got stuck 30km outside of Bloemfontein around 18h00. The mechanic arrived just under 1h50 hours later. He couldn't fix the problem. Around 21h00 we still did not know what was going to happen. Speaking to the call centre staff they said the feedback from ops is that the mechanic is getting a quote and we need to wait. Then later we got feedback (we had to constantly call...our numbers were taken and we were promised they would call with feedback but never called back) that a replacement bus would be sent. The bus only left Boksburg around 23h00. Around 3am (we obviously fell asleep from the long wait) we called again because the bus was not arriving, only to find out this bus was picking up people en route. So Greyhound actually never sent a replacement bus. They sent one that was scheduled to travel...this is why we had to wait so long. Here's the issue....we broke down at a toll gate 30km outside of Bloemfontein. We had no access to water, food or toilets. They made us wait for 10 hours so they don't lose money from this incident....this angers me terribly. When we complained about not having access to food the lady (call centre agent) only then stated they will arrange food for us. So if we did not complain would they have arranged food? The replacement bus only arrived after 4am. Thanks for the free food that was cold because Wimpy prepared the meals at 1am. So the meals were waiting for us for over 3 hours. So where was the delay? This has been the worst service I've ever experienced. Such service is totally unacceptable. Aldred Dreyer Booking ***. *** ***