Thank you for the information provided.
Please be advised that the penalty fees were applied due to incorrect system usage. Our records show that different payment methods were used to check in and out on both the 22 and the 25th of July 2025, which prevents the system from registering a complete journey. Please see the attached statement of your bank cards.
Penalty for missing transactions
Please be aware that Gautrain uses a check-in and check-out system at the fare gates. Completing the trip requires that you have both transactions: a check-in and a check-out.
In the event that the missing transaction is not found after three days, the trip is deemed incomplete due to evasion (the missing transaction is deemed non-existent), and an R260 penalty is applied.
As a Gautrain rule, customers must use one payment method for all the transactions.
If two different devices (card + card/ card + phone/ card + watch/ Phone + watch) are used for the same journey, the system will record half a journey on each device, resulting in an “incomplete” trip and a penalty of R260.00 on each.
Penalty fees are debited 3 days after the trip was made, which is late banking.
Our findings
Bank card 1
Kindly note that on July 22, 2025, there is a check-in at ORTAMBO station, with no corresponding check-out.
On July 22, 2025, there is a check-out at Park station, with no corresponding check-in, and on July 28,2025, we attempted to debit R250 penalty fee, and we did not receive payment. Please refer to the attached statement.
Bank card 2
Kindly note that on July 22, 2025, there is a check-out at Sandton station, with no corresponding check-in.
On July 25, 2025, there is a check-in at Hatfield station, with no corresponding check-out, and on July 28,2025, we attempted to debit R250 penalty fee, and we did not receive payment. Please refer to the attached statement.
When Gautrain submitted the payment requests to your bank, the penalty fees were declined. If your bank rejects a transaction, your bank card will automatically be blocked from the system, preventing any further transactions from being processed at Gautrain.
Please note that both cards are currently blocked due to debt on the cards.
When a payment request is submitted to your bank and subsequently declined, your bank card is automatically blocked from use on the Gautrain system. This prevents any further transactions from being processed.
To unblock physical card, you need to clear debt on your bank card.
How to clear debt on a bank card
Kindly see below steps to clear an EMV online debt settlement.
Step 1: Create a profile on the Gautrain website.
Step 2: Add your bank cards as payment cards and transit cards.
The amount owed will automatically appear, click on “settle debt” to unblock the card instantly.
Please see the information regarding debt settlement below, found on the website. https://www.gautrainalerts.co.za/contactless-bank-cards/
Alternatively, kindly visit any Gautrain station to settle the debt manually at the ticket office.
Please note that once your debt is cleared, the system will unblock your bank card, allowing you to “tap” again. Afterwards you can proceed to submit an online refund claim for the penalty on your bank cards. Your refund will be <Penalties - trip value = Refund>
Refund
Once the debt is cleared, kindly follow the below steps to submit an online refund application.
Please apply for a refund online.
Kindly log onto our Gautrain website https://www.gautrain.co.za/login and create a profile.
After signing into your profile, kindly add your bank card and Gautrain card as “travel card/transit” by following the below steps.
On the “account” tab which will be on your top right corner:
- Please click on “Card Management” > “Add card”.
- Please add your bank card as a travel/transit card.
Afterwards, please click on the ''Account option'' >''Claim management” > “Submit new claim”.
Submit a refund claim using your bank card number.
NB: In the claim message, please provide the following information:
The token number of your bank cards:
Token: 0ACFDB8A8CABB48609BCE6A0D16633789FF9D6D1BFD104A1AFF356C5503FE63D
Token: 43C9D1E66D23BE7D2C01345EFAB5FAD1270820568292C247C6CA22D47CEBDAD8
A short description of the events.
Kindly see below if the blocked card is a Virtual card:
Unfortunately, due to a system glitch on our site, you will not be able to use your virtual card on the Gautrain system until further notice because we are currently unable to clear the debt on a virtual card. Please note that you will need to use a Gautrain card or physical bank card.
You will receive a “claim ID” that can be used to follow-up on the refund if needed.
Follow-ups can be made by emailing RefundQueries@bombelaop.co.za, using your claim ID in the subject box.
Sincerely,
Gautrain