Gautrain is ruthless to its cusomers

<p>I am a problem with my gold card when I tag in the bus, it does not respond and sometimes takes forever to respond. The bus drivers are not understanding and if it does not tag, they tell me to get off the bus. I reported the matter at Park and Hatfield Stations and I was told that I have to follow the refund process and buy another to enable me to commute while I am waiting for the refund which may take up to 2 weeks. In this card I loaded a 35 day pass for R2,581 on 13 Jan 2017 and also loaded more than R200 prepaid in it. I was told that I have to buy another card and other trips to enable me to travel while I await my refund. When I told them that I don't have money, I was told "sorry that is the only solution to your problem". I lodged a formal complaint on Gautrain's website, it was acknowledged on 18 Jan 2017 with ticket (reference) 91538. On 19 Jan 2017, my complaint was finalised and an e-mail was sent to me saying "Ticket closed: Dear Sipho Solfafa</p> <p>Thank you for taking the time to write to us. Kindly note that the only way to sort this issue out with your faulty card is to follow the refund process and purchase a new card to carry on with your daily travelling until such time that your refund is ready". THERE WAS NO COURTESY TO SIMPLY CALL ME AND TO JUST TRANSFER MY TRIPS INTO A NEW CARD. I MUST JUST SEE TO FINISH WITH MY PROBLEM. SO INSENSITIVE FOR A SERVICE PROVIDER WHO CLAIMS COMMITMENT TO ITS CUSTOMERS AND HIGH STANDARDS. </p>