Gautrain Claims STILL not settled nearly 3 months after incident!!!

I logged 2 claims in May 2018 for funds on my blocked Gautrain card to be refunded to me. I blocked my card as it was ****** from me at gunpoint on 09 May 2018. By 01 August (nearly 3 months later), I have still not received my refund. I have repeatedly followed up with Gautrain, with no luck.

Although the claim status says "Instruction sent to bank to make payment", I have not received this payment.

Why should I wait 2 months to receive my money? Where is the damn customer service? What do I have to do to prove that I was never refunded for these claims??