rude goldern arrow regulators

yesterday at 17:00 at blauwberg the route B bus and the bus no 3314 i stopped the bus and told the driver that i was to use transfers not the journeys to ****arney because am gonna take a later bus , the driver said i must get into the bus and scanned the card.when i checked the card 1 journeys is gone from the card , i asked the driver and he didn't answar me .i got off the bus at ****arney and went to the regulator which was a woman with dreads and a guy i told them the story the guy responded by saying GOOD and i didnt understand what was good about that because i lost , the regulator(guy) told me its not a drivers fault its the machine but my question was why didn't the driver inform me of the procedure ..the driver failed to inform me and didn't even bother to answer any of my questions because he didn't loose anything and the regulator (the lady) when i asked their name she refused to give me and they didnt even pay attention to what i was telling them because they didn't loose anything and the tickets are too expensive to loose a ride ..i didn't expect the regulators to behave the way they did they rude and dont have customer service s**** they shouldnt be working with people