Greyhound - Bad experience - poor service

The bus my mom is currently on (15 November 2022) from Midrand to Vryheid has broken down and no one can tell what is being done about it. I called the call centre and all they said is that they are waiting for a mechanic and there is a delay in that!!
My mom is 71 years old and traveling alone, her phone is going flat and the charging ports on the bus are "out of order". Please can someone tell me what is being done and what time she can be expected in Vryheid, we have an absolutely disappointing experience last week Thursday on her trip up here when the bus was delayed by 3 and a half hours and no reason was given. She arrived in Midrand after 11 at night and when I asked the driver what the delay was he said that there was traffic. I somehow doubt this caused a 3.5-hour delay. This is not acceptable service from a premium company!