Intercape mainline

We boarded intercape at 11h30 in Durban,to Cape Town.We are stuck in Ladysmith from 15h00 after being told that the water pump is leaking water.About 60 passangers are stranded on the road in a City that we are not fami**** with.The treatment we are experiencing with intercape is very far from treating customers fairly.Time now is 19h27,still no sign of the replacement bus 1.As customers we are using our airtime to contact the call center,we have to give our phones to their drivers instead of them contacting their drivers 2.We are not being told the truth with regards to the replacement bus.....2hours ago we were told the replacement is one hour closer to Ladysmith.Now we are told 3 trees are blocking the road in Mooi river.Another agent told us the bus is 100km closer and another said the bus is in Escourt.Now we seriously do not know where we stand 3.We had to demand someone to organise protection for us because Intercape did not see the need to do that while they are fully aware that this bus is stuck in Ladysmith 4.They say when they conduct checks its impossible to see that the pump has a problem.My question is why are the records not kept so that whoever checks will know that the pump is due for replacement 5.So in all fairness intercape must compensate or refund all customers who are on bus ICG 068 GP for the inconvenience coursed. This service is really disappointing to the highest score