Bad service and lack of communication to their customer

On the 30/10/2022 I booked a bus from Ladysmith to Midrand, it's pick-up time from Ladysmith was supposed to be 23:20 but it was late it came at 00:10 and it came full meanwhile it was supposed to pick 9 people and the drivers tried to explain of which their explanation didn't make any sense, we as passengers we agreed on standing till Mentrose so they can put us to other buses which they claimed that they have space but this one passenger refused to stand till Mentrose and the drivers said she must wait because there is this bus coming in the next 15 minutes, still she refused to wait alone mind you it was raining and that bus came at 02:10, I'm so disappointed with their service no one apologized to us, and how come they send a full bus while they have a number of people to pick up.