Inconvenienced customers! Bad service!

I used the train on 15 April 2019. On this day I used the self service machine to load credit, I used a R50 note to load R20. The machine was faulty and this resulted in me not receiving change from the machine. I was hopeful that the lady would give me change from the till and I could leave. I ended up spending more than 25 minutes at the station in total. I waited while she tried to reset the machine which did not help with giving me my change. After all of this all I got was a form I had to fill out because there was nothing that she could do at the moment. All she could tell me was that she is following procedure. This was an inconvenience for me because I only carry the amount of money I need daily. Please can the Gautrain refund my money and try to amend this procedure because they are honestly inconveniencing the customer!