Thank you for your email.
 
We would like to apologise for the inconvenience caused to you when loading your Gautrain card.

In such cases, you are required to complete a refund application through the following steps: 
  • Navigate to the 'Account options', then select 'Claim management' and click on 'Submit new claim'. 
  • Proceed to submit a refund claim using your Gautrain card details. 
 
In the claim message, please provide the following information:
  • A short description of the events
  • Dates
  • Amount in question 
  
NB: Once a refund “claim ID” has been received, kindly send an email with the bank statement   RefundQueries@bombelaop.co.za, using your claim ID in the subject box. 
 
Failure to send the email will result in the refund being placed on hold until all the necessary documentation has been received. 
 
Refund follow-ups can also be made using the same email address with the claim ID in the subject box.
 
Your refund will be paid via EFT in your bank account.
 
Once again, we sincerely apologize for the inconvenience and thank you for bringing this to our attention.
 
Sincerely
Gautrain