Worst Experience Ever

I am writing to formally lodge a complaint regarding the poor service I received at Centurion Station today. My card kept reflecting as “invalid” when I tapped out, and I was instructed to proceed to customer service. Upon arrival, I was assisted by a staff member named Kgomotso Sene, whose conduct was extremely unprofessional and discourteous. Earlier that morning, I had loaded my Kelva card with R79 for a return trip to Sandton. Unfortunately, the security officer who assisted me with the loading process appears to have done so incorrectly. When I explained this situation to Ms Sene, instead of calmly explaining how the error may have occurred or offering a solution, she was rude, dismissive, and showed no willingness to assist. I had to repeat myself several times and was left to ask what steps needed to be taken, as no guidance was offered. As a result of this situation, I was forced to pay R158, which is double my usual fare of R79. This was not only unfair but extremely frustrating, especially considering the error was not of my making. The manner in which this matter was handled left me feeling disrespected and unheard. Customer service should aim to assist and resolve issues professionally, not make commuters feel uncomfortable or at fault. I trust that this complaint will be taken seriously and that appropriate steps will be taken to address both the incident and the conduct of the staff member involved. This is an experience I will not easily forget.