Customer assistance

I had a bad experience with the lady that is meant to assist me at the pay station. I came from Sandton and when I arrived at hatfield i could not exit with my train card even though there were funds in it i went to go query about and the lady assisting at the till had an attitude even hushing me because she wants to speak first i am trying to explain to her that I passed through sandton so how is it possible that now i did not pay that side to get onto the train in the first place she just told me to buy new card and pay for the trip when i clearly showed her on my app there are funds on this card how can she firstly just want to tap into my budget and tell me i must just pay wherever the fault was i still don’t know because she did not try to assist me other than pay again when i told her she is inconveniencing me she said I must refund the money on my card i even told her its not about the refund who says i hAve the funds available to pay for a trip I paid for the morning i went to work. For someone working in client services her attitude was appalling i am utterly disappointed in Gautrain staff they are not client centric.