Gautrain not refunding customer money

Gautrain invalidated my travel card. It had a balance on it of R300 at the time of being invalidated. Gautrain refused to refund me when I submitted an online refund request. In addition, I was not able to use the balance to travel from Sandton to Centurion. Without Gautrain refunding me that balance or letting me use it to travel on thier train, I feel Gautrain have "******" my money. Gautrain term it "forfeiture". However, in my opinion it is the wrong term,. A more accurate term is confiscated or ******. If I can't get a refund or use the balance, then Gautrain have in effect taken R300 from me and provided no service in return and that I regard as "*****ing" my money.