Claim request still not attended to

I was booked off for sick leave. So my monthly product expired because of this. I requested a claim from Gautrain on 9 September 2019. I looked online to see the progress and it remained as 'BOC to discuss more details with client.' I assumed they would request a medical certificate of which no one came back to ask for. I contacted Gautrain online and an agent told me to submit my certificate of which I have. I contacted Gautrain twice more and the agents keep telling me that my query will be escalated. I'm very disappointed in Gautrain's customer service.