Bad Gautrain service

I loaded my Gautrain card on the 07/06/2026 online with my bank card as I normally do. As I tapped Monday the 09/06/2026 I realized that the money was not on the Gautrain card and my bank account was indicating that 1800 was debited for Gautrain. I ask the teller @ Gautrain station centurion to assist, she told me to send my claims complain online, I did so. On the 11th I got a reply saying "Instruction sent to bank to make payment" I am still waiting no feedback, delayed replies or refunds are so inconveniencing.