Abysmal customer service and unresolved refund claims (***, ***, ***)

I am thoroughly disappointed with Gautrain's customer support and refund process. It has been nearly four weeks since I logged a refund claim for the balance on my lost Gautrain card (***). Although I received an email last Monday stating that payment had been sent to my bank, the funds still have not reflected in my account. To make matters worse, I mistakenly loaded money onto the blocked lost card and requested a refund, but *** was rejected without any valid reason or explanation provided. Because the card is blocked, I am completely unable to access or use those funds. I resubmitted a new claim today, alongside ***. When I tried to resolve this via their live support chat, consultant Nombuso joined the conversation, asked how she could help, and then completely ignored my detailed query. Shortly after, the chat automatically closed without any assistance or resolution. Locking customers out of their hard-earned money and ignoring them when they reach out for help is unacceptable. Gautrain, please urgently look into claims ***, ***, and ***, and process my refunds immediately!