Incorrect Rail Trip billing

I am very disappointed in the gautrain service,I've been using it for a while now, using the exact card to tap In & out. I am being charged R500, R250 was deducted on my card & R250 is still showing as pending on the website. Claim ID 95369.Its been 14 days without a reply or confirmation of receipt.Poor service even their machines at the stations are terrible, touch screens that are not maintained and you have to wait in the queue to load the gautrain card becuase the machines are touch sensitive & its a hassle.I was charged R500 for a trip that cost R50.