Intercape bus breaks down and no refund on ticket

One hour after its departure from Cape Town, my Intercape bus to East London broke down. The staff did nothing to reassure me of my safety and could not guarantee that, after repairs, the bus wouldn't break down again. So, feeling unsafe to continue the journey I got off the bus and remained in Cape Town, which has been a great inconvenience for myself. After calling the helpline and reporting the incident I was told that they weren't prepared to refund the ticket or put me on another bus. Thereafter, I found out from Intercape that the bus did, indeed, break down again upon its journey to East London. I have lodged a further complaint with Intercape and am, as of yet, awaiting a response. What disappointing service from a bus company I used to use very often. A response from Intercape would be much appreciated.