Worst service at its best

Worst service at its best, I went to Westgate depo to fill up my tag, it was17h57 on 05/05/2025 when I got the I asked the lady to fill my tag with 12 trips, which she took my tag and proceeded, I had 9 trips left on the tag and the lady just proceeded with my purchase. Tuesday came I tagged and guess what it only showed 11 trips left so I called metrobus office ***) I spoke this very nice lady forgot her name she said the person at the depo was supposed to explain that when you fill up the tag while you still have trips you actually forfeit the trips left on the tag. The lady at the depo was rude from the beginning saying she wants to close and go home, some people just go to work to F*** up other people's days, I ready do not understand how they can put someone that rude to deal with clients. I feel that if she didn't want to assist, she could have just told me she's closed rather than making me loose 9 trips. The economy is so bad that every cent counts, most people are still unemployed and when you get people that really do not care or cherish their jobs like that woman it's unfortunate.