desperate assistance

<p>good day.my wife lost her gold card on 31 may 2016 and we were only aware of this incident in the morning of 01 June 2016.when we got to the Gautrain station the security guard advised us that we should block the card,and thats where we proceeded to block the card.while blocking the card we were not told of any procedure of what will happen except bringing in a bank statement and an ID.whilst at the station another security guard advised us that why dont we go and look for it at the lost and found office,and thats where we found the card.we went back to the customer office to have the crd unblocked and we were told that we have to wait 7 to 14 days for a refund (we we hearing this for the first time as in the initial blocking of the card stage it was not mentioned) and now my wife is frustrated and cannot get to work as we had put in all our fund for her transport in there.we had recently loaded the card with a 7 day pass and an additional R602 to convert it into a 7 day pass when this current 7 day pass expires.currently she cant get to work and we do not have any other money for her to get to work now as we had re**** on the gautrain card.the card is unregistered .the consultant at the Pretoria station are of no assistance and when we call the helpline we were told that that's the process,and putting in mind that we were never told of this process whilst blocking the card is more frustrating,had we known we couldn't have proceeded with the blocking of this card.can you please help and assistance to have this query resolved.she is missing work today and she cant afford to miss tomorrow of work.we are willing to purchase and register the new card and to have transferred the monies in the blocked card to the new one.we are pleading with you.this is an emergency.i believe you can as well train your employees good customer service and be able to explain to customers the process of blocking cards,it cannot be taken as a thumb suck thing.</p>