Refund of trip

Sunday 6th September there was a power outage and the train from Hatfield to Johannesburg got stuck..and we were advised to get off the train and we will be refunded our trips...and I went to complain and the staff in Hatfield was not helpful about it..that was so unprofessional of them.

I complain about it 9 September and they told me to come back the following day which is the 10th..the staff was still unhelpful about it..