The company is negligent and horrible experience

I’m writing a formal complaint about an intercape bus 802 from Durban to Lenasia. The driver of the bus was rude to passengers and refused to lower the air conditioning at night. Spoke to passengers as he pleased. Then the bus state with ********** the bus kept on overheating and the drivers needed to stop and pour water. Our safety was compromised. The bus took everyone even people who are supposed to drop of at Lenasia and Vaal in Parkstation and we waited for hours without anyone attending to us. This is unacceptable at all