Can Gautrain refund me please .

Yesterday i used the Gautrain which i have been using for years now never had a problem up until now at around 17:30 :51 yesterday i loaded my card to go to the platform i had money in but i wanted to top up so when i finished loading my card i went to tag out my card just when dead i went to the agent at the info desk to explain to her what had happened gave her the card when she checked on the system she said she couldn't see anything the Agent Id 2011 shift Id 8672 my card number 3****58 ********** 0 ********** 1136 so i got a new card had to load it again when i got to park station i went to the help desk just to double check i explained what had happened and the agent told me that there is no need for me to go to the website to register online for a refund the agent was suppose to call the supervisor and she was going to check on the system what the problem was again misinformed i have never come across this problem before ever. Today as usual got off at Sandton went to the agent explained again what had happened asked to speak to the supervisor who printed me out the statement to show that i had loaded my card and the balance as well she said to go to the website register and then ask for a refund now i have done all of that but it wouldn't let me log in it keeps saying invalid password or user grrrrrrrrr asked for a onetime password and still that failed dizzmally im so tired about all of this money doesn't grow on trees we use the gautrain because of its convenience its quick and easy but if one is going to get such poor service what happens when this occurs again im i going to get an agent who is clueless and misinforming everyday commuters who go about their own life just to get work and my card expires at the end of December .