Poor and inconsiderate service

The service of Intercity XPress is very very much poor,we booked a 09:50 bus from Heidelberg mall to Pietermaritzberg to arrive at 14:40.The bus started having mechanical problems and passengers asked the driver to request another bus for us,he agreed but to our surprise to see a mechanic being sent to attempt to fix the problem but it still didnt be alright,this bus is driving 5-7km then we have stop to let the bus cool off,Passengers got so frustrated because we’re travelling further.Some passengers ended up risking their lives by assisting the driver to fill up water in containers in the rivers on route N3....I would humbly like to ask this particular bus services to have more respect to us because we called their office to explain the situation and request another bus but nothing was done,i kindly request to have a reimbur*****t or refund in this regard.Its the 15th January 2023 at 18:27 and we’re still on route and still expected to travel further to Kranskop after arriving at Pietermaritzberg