Unhappy user

I’ve been using my bank card to tag into the station, I started seeing deductions from the company even when I was not travelling. When I asked about the activity, I was told it was penalties that I didn’t understand that amounted to R240. I then got billed another 240 and 126 I think. I emailed them and they went as far as requesting pictures to check CCTV. I did. I’ve logged for them to pay back the money but there’s been silence from the company but I received a message to rate their service, how do I do that when I did not get my money