Paying double at Putco bus

I had such a bad experience with Putco buses, last week Sunday 26.03.23 the driver twisted my arm in front of other passengers reason my bus tag wasn't working I went to report the incident the same day no one has contacted me until today. On 31.03.23 I went to fill my tag with 10 trips for R240 but when I got to the bus my tag wasn't working again I tried to show the driver my slip he didn't wanna hear anything about proof of purchase instead he made me to pay cash, I called Mr Ntombela and he just told me that's what they they tell their drivers to do. Kindly assist me, I am so traumatised by the experience I got from them