Pathetic Service

After a 2 week long strike, you would think the Operational staff at the Gautrain station would have some compassion towards the patrons. With many stations being closed, numerous people including myself lost out on trips that were loaded on our Gautrain card. Upon going to the station where I loaded my card, to request an extension to the trips I lost, I was told irrespective of having the receipt, they require bank statements before even considering a refund. So its okay to take my money without verifying its me, but when I want it refunded, then suddenly the Gautrain needs verification. After speaking to the branch manager, he advised me its their process. So its your process to inconvenient people. The best part is after being upset and going to the bank to get the statements that you so desperately needed, I get told that they need a few days to consider processing the request. Absolutely pathetic service. So in the mean time, I need to reload trips on my card at my own expense, until the Gautrain figures out if im worthy of getting my money back. This is disappointing. How many other passengers will you inconvenience?