Hammersmith Underground Station

On presenting to the gate reader my freedom pass I found it failed to work this was at apex 9-30pm .I asked the assistant on duty if she could help and she said she couldn’t allow me through.I had no other means to travel (carrying a heavy bag ) I rang my daughter for help and because of her situation could only get to me at midnight which meant I had to wait out side the Broadway Centre fo two hours . Is this your official policy the date and time of this occurrence was approximately between 9-30 and 10 pm on the 7nth of September 2023