Southern Railway — railway official

Address: 670703

I am siddharth and today (10/09/2019 tuesday). I approached palakkad junction railway station counter at about 7.48 pm in evening to take train to aluva. As it was an emergency journey as my relative got admitted with serious illness.
I took a queue in the physically challenged counter and as my turn appeared, the lady staff at the time (Around 8:04pm) withheld my ticket even after i gave money saying that the ticket she printed will be given only after we provide money in change. The need of providing a change was not written either in counter as a notice or near ticket counters. It costed us a time wastage and we lost a train (Superfast) passing through palakkad at 8:10pm.. Now we have to take the train at 8:40pm which makes us more than 20 min late than the expected time. The relative is to be taken to a serious surgery at 11 and if we go late.. It will psychologically affect him to get into operation theatre without seeing us.
I kindly request you to take an action for this.🙏🏻
This is seriously a life related thing. If this happened to a student going for an exam or interview.. Just think how mentally it will affect them.
Either put a notice on counters if change needed or give more training to officials to mind their body language as well as words to the customers.
Thank you