BAD CUSTOMER SERVICE

I loaded my Gautrain card online with a weekly pass in December. The money went off my account and transaction was successful. The card was subsequently blocked given that it had expired and I had to purchase a new card and reload. I was advised to log a claim online which I did on 4 December. The SLA states that from the date of logging, it should take approx 14 days for claims to be settled. I phoned 3 weeks after and was told that the matter will be escalated to finance. I called again yesterday and was told the same story again. I asked to speak to the Contact Centre manager and was told that he/ she was unavailable. The agent took down my details with the promise of a call- back from the CC Manager which did not happen. I am being sent from pillar to post and its seems that the left hand doesnt know what the right hand is doing. Its been a month and 2 weeks since a logged the claim and way pass your 14 day SLA. Please can you pay back my money?