Gautrain has the worst service

I experienced such bad service at the Gautrain, Hatfield station on 11/06/2018. I loaded R600 into the machine and the machine just froze and I was unable to load the last R100. The security told me to cancel the transaction and I would get money money back from the machine. When I cancelled I got nothing, no money no slip no nothing. The supervisor on duty told me I would get my money back in two days. That was all the money I had for the week. I waited for two hours while they checked the machine and the card and they told me there is no trace of my money. They refused to give me the contact details for their head office. They made me complete a refund form and now I need to figure out how I get to work while I wait for my money.