Gautrain App *****s your Money

I always try to make use of Gautrain's App as much as possible, as the queues at their stations are so long that it can take you up to an hour to reload your Gautrain card. On Monday 22 July I attempted to purchase a weekly ticket from Centurion to Park station for R620.00. During the final check-out phase (after having inputted the OTP sent by the bank) the Gautrain App encountered an error and stopped working. The App automatically closed after the crash. I then received a notification from the bank that the funds were transferred out of my bank account. When I checked my Gautrain card balance at the station, I saw that the funds were not loaded onto my Gautrain card.

I attempted to sort out the issue at Park station, but couldn't be assisted by the staff. I then contacted their contact center and was told that I had to log the issue on their online portal and that I would be assisted 3 to 5 working days from then. After having done just that (logging the issue on the online portal) I waited 5 working days without having heard anything from them. I then contacted my bank and was assured by the bank that the funds have indeed been transferred out of my account.

I then contacted the Gautrain contact center again on 29 July. I was then informed that the investigation into my query hasn't even started yet and that I had to wait an additional 15 working days!!!

Today it is already the 1st of August and I still haven't received a single communication from Gautrain since I logged the issue. I will never ever again use the Gautrain App for any transactions. The app will just "coincidentally" break during your check-out session, which will enable Gautrain to ***** your money and there is absolutely no way for you to get it back or do anything about it.