Lost Card

I am not happy with the service I received from a Wendy in Sandton. I lost my Gautrain card at the Pretoria station after I had tagged in. I explained to her that I had unused trips on the card and that I had registered the card the previous day. She told me that that is a security issue, therefore she cannot assist. I spoke to a Kholo telephonically who confirmed what Wendy had previously said that I had to buy a new Gold card and load it with a single trip from my station of departure till Sandton. I made plans to get a Gold card with the sufficient amount to exit the station and it wouldn't let me exit. Only then did Wendy's colleague tell me I had to load the card with R200. I don't understand why I had to pay R200 for a single trip when my transactions could be traced, seeing as I had registered my card. This is the second time I receive such a horrible service experience and I am not happy at all. When can I claim my trips back, seeing as I will need them to commute to and from work? What is the point of registering your Gautrain card if such inconveniences occur, what happens to those people that aren't able to make plans to buy a new Gold card a load it?