Gautrain not refunding my money!

I have been trying to obtain a refund on a Gautrain card that term expired on 31 December 2017 for about two months now. I have logged various claims on the website, each of which have been rejected by e-mail within 24 hours of logging them - with the e-mail stating, incorrectly, that I have used the card since logging the claim. The claim references that I still have on record are 9728 and 13170. I have also attempted to query and escalate the rejection of claim 9728 with the call centre, ***, however I have received no response. Since then I have attempted to follow up multiple times on this reference, however now either the call drops or, on the one occasion I have since managed to get through to someone, am told they will call me back - which they didn't.

I have incurred significant inconvenience attempting to recover money that is due to me and am extremely frustrated and annoyed, given no notification of the original term expiry was provided and now I am also not being enabled to recover my money!