intercape bus 709 east london

i booked return bus from east london to vanderbilpark for the second of jan only to move it from the 2 ro the 3rd and i changed dates on the 31st of december yet i was charged penalty fee of 25% . then on the 3rd we checked in at 18;30 for bus that was leaving at 7 . we left as scheduled but for the bus to get stuck when we got to queens town . we stood the for 4 hours from 10;30 till around 2/3 then when we got to kroon stad the bus got stuck again we had to wait forr bus from joburg park station to come get us . wat puzzels me is intercapes knows this is their peak season why not service you busses ? on top of that the first bus we took from east london we were told we can't use the toilet so we had to stop frequently. we wer on the road for 20 hours without bathing . i will never use intercape again so disgusted