Gautrain has No Contingency Plan for Faulty Machines

I paid R350 for a service not received and I am not even mentioning the fact that I might have missed my flight to Cape Town and paid for double Uber services because I paid Uber to drop me at Sandton Gautrain station and called them again when Gautrain took my money without issuing me a card. The staff was not (Supervisor, cashier and call center agent) was also not on the same page regarding procedures which lowered my faith in them refunding me even more. How can you not have a procedure in place if a faulty machine is deducting the fee from your account but does not issue a card? This makes me believe that Gautrain has no compassion or understanding of the working class people that cant afford to buy another ticket and wait for a refund to be processed. What if I had no more money left? What if I would have missed my flight while spending well over 40 mins to figure out this refund process, which your staff could not agree on? To top off this whole fiasco I was traveling with my 4 year old son and luggage and sadly this was my first experience with the Gautrain. I thought Metrorail/Prasa was bad but Gautrain for me was by far the worst experience ever and I will guarantee I will not return because your services and procedures are lacking. I better receive my refund, it may be little to you but it is my little that I earned through hard work and I will be damned if I allow to fill up your pockets for no services given. Shame on you! How do you tell a working class person they have to either buy a new ticket or wait for a refund which might take up to 7 working days?!