Bad service

Yesterday Dec 11 at Rosebank station at 17:20 I was loading my card and my money was swallowed by the machibe I told the guy by the cashier and he said someone will assist I waited 45 minutes only to be told by the supervisor that they see the money but they cannot get it out of the machine so I must leave my details and they will me tomorrow after they have done the catchup. I then asked how am I suppose to go home because I needed change to travel further, no this is the process they cannot assist. I said surley something can be done. I ask what now? Unfortunately they could not help as this was the policy and how I will get home it was none of their business. I was really hurt about the don't care attitude and the treatment I left very disappointed. I wrote my numbers behind a piece of paper surely by now they should have called me but that still has not happened. We spend a lot of money with Gautrain for us to be treated the way they did.