Unfair Penalties + employee bad attitide

Thursday 28th December 2017 I went to Carlton Centre Station where I catch my bus from work.i gave my card to the lady to check how much I have and I gave her R10 to add on to the amount so that the money can last me till Friday afternoon.she loaded and confirmed that my balance was R42.00.

I tried to tap in to get into the station to take the bus and the tanstiles didn't want to open.as I walked back to tell her they opened up and I tried to run back to go through and they closed before I could get there.

I went back to her and she asked the security lady to open for me.i first asked her if that means my card tapped in and if I should tap out of the bus when i reach my destination and she said YES.i got my destination and tapped out.

This morning Friday 29th as I tried to tap into the bus it told me that I have insufficient funds.i got to Carlton Centre and tapped out and went to customer service.they told me my card has no funds and that I also penalties for not tapping out.it just didn't make sense.my funds were gone and even if I tried to load I was gonna have R14.00 deducted.i was very upset and I went to the window I loaded the R10.00 at the previous day.i tried to explain to the guy and he was so rude and said it's my fault because it means I've done something wrong and when I complained to him telling him that this is the second time it's happening and it costs money that one doesn't have ontop of that they always offline and we have to buy R15 single tickets he said to me I must not come and complain to him and if I'm not happy I can always opt for another method of transport.how rude is that.i lost money that I don't have and had to use more money to be able to travel back home in the afternoon and this guy gives me attitude and tells me I have an option to not use reavaya if I'm not happy and I can even tell his customer service that he told me that I can even tell his manager.

I need this resolved.my money refunded and an apology from this guy.this happened today Friday 28th just before 09:00 this morning.