Gautrain: No Service, No refund!

On 21 August at 7:44 am I parked my car and boarded the train to centurion for my usual commute to work. The train was delayed and stopped at Marlboro station for about 45 minutes before continuing to Midrand because of a “track issue” at Centurion. Centurion was my final destination station. At Midrand everybody was told to get off the train as it was not able to finish its journey to Hatfield. I got off the train and then heard an announcement that the train was heading back to Park station. No other information was displayed on screens or any other signage. All digital screens displayed a double dash (== ==). There was general confusion on the platform and then I saw people getting back on the same train. So I figured my best chance of getting to work was to I return to Sandton station to get my car. By now I was 30 minutes late for a meeting. At Sandton station I asked at the ticket booth to be reimbursed for the trip that did not happen as well as parking. They told me the only way to do this was to put in claim online. I claimed online and received an answer about a week later saying that the trains were running fine on the day when I reported the incident. After exchanging a further 5 frustrating emails over the course of the following week I was told I would be reimbursed and all I need do is put in a claim!!!! I pointed out that they were responding to an existing claim and that was how they got hold of me. This last email was sent 3 business days ago and I have not received a reply yet. infuriating how The Gautrain company can get away with *****ing from its customers this way. I doubt that any claim where Gautrain has been at fault for lack of service delivery has ever been honoured or paid back to a passenger. This is theft. The claims process is designed to be onerous and frustrating to discourage claims.