Gautrain fine

Hi there. I used the Gautrain from Pretoria to Sandton on Saturday and I used my bank card to pay. The transaction didn’t go through immediately of which was a concern as to why it wasn’t deducted. Today, R240 was deducted twice in my bank account. I tried communicating with someone from the Gautrain website and I was told that they’re only able to see one transaction of R240 on their side even after I sent a screenshot of my bank statement. Their response as to why I got charged R240 is that it is a penalty fee because I didn’t clock out. Which does not make sense to me, because had I not clocked out then how did I leave the gates at the station? This is clearly an error from their side. Right now Gautrain deducted a total of R480 from my account and I need to be refunded