BAD CUSTOMER SERVICE

<p>We wanted to travel from O R Tambo to Cneturion on the 7th of October 2016 - total of 6 people. Trying to purchase cards and load necessary funds on. While transaction was busy the machine run out of cards and could not issue / complete transaction. Long story short - we had no choice but to pay again for the transactions that could not be completed - additional amount of R756.00. Refund form was completed and the supervision promised the refund will be done within 7 days. Needless to say this never happened. I had numerous conversations via phone and mail with Gautrain customer services. Ticket nr for refund query 85010 (24/10) and ticket nr for complain 85011 (24/10). Thereafter the only response i get is that this has been escilated - escilation obviously means absoluetly nothing. I have not even received any feedback regarding the complain (ticketnr 85011). Yesterday I mailed again and ask for the proof of payment if it was done in order for me to follow up with my bank - NO REPLY / NO RESPONSE / NO PROOF OF PAYMENT - absolutely NOTHING. Sad to say but this is very high on the list of BAD SERVICE received and just shows that GAUTRAIN think they way to important to be bothered. It is a case of you dont have an alternative service provider so why should they worry.</p>