********** by Gautrain

On 2 June 2024, I had a very bad and disappointing experience where I felt that money was taken from my cheque account by Gautrain for using my debit card. Had I not used my debit card, I wouldn't have been charged a ridiculous penalty fee for tagging back at the same station, but only the cost of my trip (Sandton to Centurion).

I was told by the employees at the Sandton payment point to mail the Gautrain support and ask for a refund. Here is the discussion between myself and the Gautrain Support:

Me: To whom it may concern. On 2 June 2024, at +/- 20:10 in entered through the Sandton Gautrain station pay-gates using my bank/debit card. I went down to catch the train, which was a 25minute wait, but I didn’t take the train, I turned back and went back up, exiting through the same Gautrain station pay-gate. I was charged R250.00 for that. Kindly assist me with the refersal/refund, please. If you need any extra info or have questions, please let me know. Thank you and kind regards

Gautrain Support: Kindly note that when tagging into a Gautrain station and tagging out after 15 minutes without travelling a penalty of R250 will be charged.

Please see the attached card statement. you were inside the paid area for 23 minutes and the system charged you correctly.

Time Limit Exceeded Without Train Usage: Upon entering the system, users are granted a 10- minute grace period to exit without incurring fare charges. However, you remained within Midrand (***JUST TO POINT OUT, I was never at Midrand, that is impossible, because I needed to get to Centurion from Sandton.) ...station for a total of 23 minutes without utilizing train services.

Me: Good morning.

Thank you for getting back to me. I couldn’t stay and catch the train as I had an emergency, but even if I didn’t have an emergency, I feel that this is very unreasonable. If I used a regular Gautrain card, the “penalty” of who you speak (which I may add, isn’t something I had any knowledge of, in fact, I don’t think many people know about this “penalty”, regardless of a time-limit), would certainly be less. I only happened to use my bank/debit card at that moment and I feel because of this issue, you decided to keep the full R250.00, which isn’t fair. If there is a penalty fee, then only charge me what I’m supposed to be charged, which is would be R76.00 and not more and Refunf the rest of money, which is R174.00 - Money I can’t afford to lose.

Kindly escalate and please get back to me.

Thank you and kind regards