Bad Customer service from Inter city express

I would like to write a review about my horrible experience with Inter City express. Friday 03/03/2023I booked a bus from Parkstation to Umtata as I was rushing to a funeral back home and the only reason I booked the bus was because the arrival time was 7:00zm the next morning which for was okay as the funeral would not have started at that time. The bus was meant to arrive at 18:30 and it arrived an hour later after they made us stand in queue outside waiting for an hour for the bus to arrive while they kept on saying the was an accident lieying coz we asked the other passengers that took the bus from Bosman Pretoria if there was an accident and they confirmed there was no such. When we got into the bus the bus took off not even 30 minutes into the bus, the bus started making a funny sound and the driver stopped the bus in freeway to Geemiston he then got off the bus for a good 20 minutes and came back and said the Shock Absober has broken we are going to go to Germiston Station to pick up people then return back to Park station to get another bus, we then continued to Germiston station. When we got to Germiston station it was around 8 pm now looking at the I realized that I'm going to be late for the funeral because it was obvious that the bus was not going to arrive at my destination by the time it said it would. I then got off in Germiston Station and went to the ladies working in that office they then called customer service, upon speaking to customer service because I was now considering of canceling my trip as it was evident enough that I am dismally late for the funeral I so no point in continuing with the journey because for 1, home for me is still an hour away from Umtata Town and I was rushing to a funeral Saturday and I knew that if I arrived later than the initial 7:00am there was no one who was going to go and fetch me by the bus station because everyone would be attending a funeral I explained this to the customer service lady and she said this is not a cancellation issue therefore I won't be getting any refund for my ticket money, when in actual fact it was their fault because they arrived late with a bus that is broken. I then got back into the bus and the bus driver said his going to the shell garage in Germiston to wait for another bus, we then proceeded to Shell Garage and the time now 21:00 I had to get off at Shell Garage and find my way back home at night because as I stated before that to continue with the journey was not an option and not safe for me as I was not going to get someone to go and fetch me when I arrive.