Bengaluru Metro Rail Corporation [bmrcl] — Employees behaviour

I was traveling from Mantri Square to Jalahalli by Metro. While exiting the card shows "exit mismatch" at Jalahalli, so I asked at the lady on adjacent counter and shown her the card. She's checked and after sometime she started yelling that you should have go immediately when you put the card on scanner. I told her to be calm and told her the gates were not opening. Then the other person in her cabin helped to open the gate, but he was also taking her side. I couldn't understood what wrong happened and why such behaviour of both employees with the passenger.
I request you to train these employees on how to behave politely with the passengers and respect them.
Thank you.