Rea Vaya bad service

Rea Vaya service is so bad if machine is out of order u are penalized because you not allowed to tap out at the station, now I loaded my card yesterday but today it's says insufficient balance, then asked the lady y because I loaded yesterday even provided proof (receipt) but still couldn't assist she advised that I should complain where I loaded my card. Again I had to load to get there and still when I get there no assistance, I have to wait for the person taht loaded my card... Im very disappointed because clearly I'm not going to get my money back