Card not loaded

I used self service machine to topup my gautrain in rosebank on 20th Sep 2023 only for my bank card to be debited R300 but my gautrain card was not loaded,I was told it will be refunded within 24hrs by the lady at the counter but nothing happened,82832 logged claim no,It doesnt look like Gautrain cares as none of the reviews here were rep**** to,now i m stuck here wondering how am i going to get to work