Bad BAD Service

I lost my gautrain card and requested for a refund. I submitted all documents requested and completed the refund form on the 2nd of Feb at the Sandton station and was told that I would receive a call providing me with feedback in a day or two. On the 9th Feb without having received any form of feedback, I went back to the station and was told that the request was processed on the system and investigations were done but the refund had not yet been made. The lady only realised while talking to me that the amount to be refunded was above her limit of R1000 and because of this I will need wait for her to place a request for a EFT to be made into my account meaning that I would still need to wait for more days. When asked why was she only going to do that on the 9th when she had the form from the 2nd of Feb with all documents, her response was \because this is still within the 7 to 14day period of resolving this". This lady was utterly rude"