System loaded my money incorrectly

I am very disappointed in the Gautrain service this week. I loaded R200 on my Gautrain card only to see that it only took a R100 into consideration. I went to one of the consultants at the Sandton gautrain station and he told me I need to physically go to my bank and get a statement with a bank stamp on it. When I asked him why the pdf statement wouldn't suffice, he told me that's the policy. I need my R100 back on my card! Its not my fault that this happened.