Penalized up to R750 unfairly

I've had a really bad experience with Gautrain. They "penalized" me R250 three times, making it a total of R750. I used my Gautrain card to enter the gate and used my bank card to exit. 1. I didn't know that that wasn't allowed. 2. The reason I used my bank cat to get out was because I couldn't use my Gautrain card, it would either give me an invalid reading or it would be out of funds. 3. In many different occasions I've reloaded my card via their App and the money didn't reflect for many hours. So naturally, I used my bank card to get out. Now, I understand their security measures of penalizing people who "tailgate", but I'm not one of those people, and I have my bank statements to prove it. The ladies at the Midrand station tried to help me and we're understanding of what had happened, but the system is set up in such a way that it's difficult for them to get me refunded. I need my money back. I have been charged unfairly. It's not my fault that their system is so inefficient.