Rotten Refund policy

I have been using Gautrain for more than 5 years. The terms and conditions for a Monthly product do NOT state you have to apply for a refund before you leave on an unforeseen business trip as the call center tells AFTER you have been on the trip and apply for a refund. The most pathetic feedback and terms and conditions I have ever come across in my life. What makes it so difficult to pay back a customer’s money by adding trips? I lost R750 due to their inconsistent and unfair practice. The Helpline tried to assist but their hands are tied by a greedy system inconsistent and do nothing to really care for their customers. Never once have I received any kind of correspondence, call back or feedback. I had to stand in a row for 1 hour at the Sandton station as they cannot handle this online!! to be told refunds are not allowed with another superficial story of why not. DISAPPOINTED in your products Gautrain. Get fair and consistent in your refund policies and be considerate!!