BAD CUSTOMER SERVICE

Hello Petter please help. I got to rosebank station yesterday only to find out that the lift is out of order i used the intercom to communicate with them and was told that someone will come down to the platform, i waited for 20 minutes no one came, i called back and the consultant by the name of Lungile said why dont i use the stairs if im not stuck inside. i told her that is not possible because i use the wheelchair and you said someone is going to come. Lungile hang up on me and the security guard went up and he came back with the consultant that suggested that i should take a train back to sandton and got into a train coming back to rosebank and i explained to them that there is something wrong with the train today still it will drop me the same side and Lungile said if i want to go ill take the train or ill have to wait until the lift is been fixed. my problem is what is customer services doing during the day if they cant even attend the customer when needed help. they will tell you that the policy doesnt allow them to help. i want management to review this policy because we also pay for this services but we dont get the same treatment. CUSTOMER SERVICE MUST DO THEIR JOB. ASAP