bad service

i have logged claim refunds from Gautrain for lost card ( claim ID 23327) Ticket #137779 on the 06/082018 , i have therefore made follow ups on the claim for payment expected date but i was told that the payment was made into my account , however payment never reaches my bank account .i there emailed them my stamped bank statement as a proof that thier payment never came through , they kept insisting that they made payment i have therefore asked them to email me proof pf payment , i never heard from them ever since i asked them proof of payment