Poor service : bus tags that are not working

We are having a a problem with our bus tags which have been loaded with Rea vaya but we cant access or use them because they are faulty when we tap in the buses or stations and this is so inconveniencing because we budgeted for this transport money which we cant use now because of your faulty card system!!! I need a resolution to this matter because even your customer service stations when you go there to report this matter they employees will just tell you that the system is offline!!!! so where do you guys expect us to get help if you cant assist us with this matter because even the customer service number *** its for ever ringing yet we are paying tax and loading your bus tags ?