Bad security managment

Good day Mr/Mam

To whom it may concern.

I was at your pretoria station gautrain yesterday evening the 24th of July and parked my vehicle with my wife in the gautrain parking at about 21:00 pm, we always use this parking when im at the prtoria station ,as we find it safe and as it is a very unsafe area around. We have been using the gautrain and buses for years as well as my family and have been really happy with everything till my incounter yesterday evening and am very upset and disapointed about it .

I was at the pertoia station to drop my brother at the grayhound bus and used the gautrain parking as always because of safety, the grayhound bus was to depart at 9:15pm but was delayed by 20 minutes. When i returned with my wife to the gautrain parking area after my brother had left ,it was locked up and i could not get to my vehicle ! I spock to one of the security guards as they onley then informed me at 9:20pm the premises gets locked down which i was not awhere of at the time as i do understand that this is not the companys fault and we can not be upset about it ,as we saw the noticeboard up by the entrance explaining this ,the next morning. I how ever asked if i could get to my vehicle as we did not have cash on us and had no way to get myself and my wife home with out risking our safety and lives. The security guards said its out of their hands. I then asked to speak to the person in charge and after a while of talking tring to explain ,a gentlemen went to call the manager or supervisor ( Mr Soli Makwena) . When he came he stood a distance from us and sent another security guard to tell us there is nothing that can be done. The manager Mr Makwena would not introduce himself or speak to us, he was very unprofessional, my wife started to beg and then ended up crying after awhile knowing we were in trouble been unable to get home and it was so cold . Mr Soli Makwena laughed at her !! When i asked for his name he never even aswered me,when i asking a second time he just walked off back into the building to his office saying nothing and been very arogent ,this made me very upset and cross.

I tried to contact the police an after over an hour i found the police. We asked them to try talk to the securtiy at guatraine . The police spock to a women security sent out once again my the manager Mr Makwena and she like the rest of the secuity really did not care at all about us or the situation, she spock as if she was cross at us ! She was asked to please call Mr Makwaena by the police to speak to him , so she went to the office and he sent her back to tell us to come tomorrow to pay a R100 where it would have cost us onley R22. He would not speak to us at all , even the police were shocked of how this situation was handled by him and that there was no care of our safety or any professionalisam.

After that the police offered us a lift home feling that we have been terribly denied and offended!! We are so grateful for the police , if it was not for them we would have had to sleep on the street there with maybe evem our lives in danger or welbeing ! This morning we returned to collect the vehicle and found the most helpful security who assisted us . A Mr Frans Grobler who was the day shift manager was so nice and profestional towards us , and explained and handled the situation professionaly like any manager should handle a situation and i know if there was anything Mr Grobler could have done for us he would of and we felt the opposite feling than what we felt with manager soli Makwena !

Mr Grobler was polite and profesional and i do understand that there are rules that must be followed and that we made a mistake by not finding out what time the gautrain parking closes and if we will be able to remove our vehicle after closing time. One security said last night he saw us park and leave and he never even thought to bring it to our attenstion yet he was quick to say why we didnt ask him!? But if he was like any professional security gaurd he would of told us , its near closing time we must make it quick cause he is there for our safety! Any one would expect a place to close at a sertian time to not allow other vehicles to enter but allow the vehicles that are already inside to still leave the premises! There were two cars that were let out during this time of us asking them to have access to our vehicle and let us out .

But i am most upset and digusted about Mr Soli Makwena how he handled this situation laughing at my wife as she beged and was crying! He would not speak to us and explain properly or even tell us his name just walk away when speaking to him and because of that he is the most unprofessional person i have met in that sort of possition ! He did not care at all but seemed to be happy we were in this situation. I feel that this person does not have to spoil the reputation of gautrain and he should not be in this position i feel, we would like you to know of how Mr Makwena is to your customers and something should be done about this social media will have to worn the people of this type of behaviour and how our lifes can be indangered by a small mistake we make that gautrain does not care about like Mr Makwena.

On the other hand i would like to thanks Mr Grobler for been profesional and making this matter better showing us that it is not the whole of gautrain. This was going to be on the social media by now ,lifes and safety of a client should not be put in danger as it is them that is supose to keep us safe, but was not the case ,as it happened last night and then we been treated like we were.

Hope to hear from you soon.

Kind Regards

Simon Oosthuizen

********** 820

Wife ********** 393