Bad customer service

Worst customer service at Rosebank Gautrain. Tagged my card at the station and when I noticed my balance was low , I went back to the self service machine to reload my balance without walking in. When I went to back to tag in. The doors wouldn't allow me. Instead of assisting me the lady at teller kept asking me "What should we do" as if know the procedures. I clearly explained what happened and the security guy saw what happened. How do you ask a customer what should you do? Clearly the stuff is not trained adequately. Wasted 20 minutes of my time, whereas the solution was simple.The teller's name is Rose, I don't know her surname but please take her back to training.