tagging in and out in the buses and stations

On the 17th of September I logged the complaint at the call centre ref no. d0901/09/17 regarding the procedure that is used by reavaya. I normally take the c5 or c4 bus from Auckland park to Library gardens then take a c1 to Ellis park, I drop off at the Spar robots the last time I was in the bus the system for tagging out in the bus was not working so I could not tag out when I went to the Auckland park station I was told I cannot be assisted as they are not allowed to tag me out so that I can tag in. I was told to tag in and it would charge me the penalty fee for something that is not my fault I must pay extra for. I have been to several stations even yesterday I went to the Carlton centre station I was also told I cannot be assisted. And the people there refused to give me their names. When I did the follow on my complaint I was told to call reavaya offices direct on ********** 646/8 and that no is not in use, I cannot afford to pay penalty fees to reavaya as if I did something wrong, I still cannot use my card and now I am using taxis to and from work and it is expensive, reavaya must tag me out so I can continue use my card