Ticket machine stole my money!

I tried purchasing a card and loading it for the first time on the 25th of May, using the ticket machine, however it took long to load and ended up saying the transaction failed. The money was already taken out of my account and I still haven't received it back. The lady (I think security personnel) said since the transaction failed, then the money should be back in 24 hours, if not then I must ask for a refund on the app (there is no such option). I then purchased the card and loaded it by the ticket window, so now I've been waiting for the money to clock back and even laid a complaint to no avail! This is my first time using Gautrain alone and honestly I'm very upset!