Gautrain refund and bad service

On the 8th of October I purchased the pricey 35 day pass from Hatfield to Sandton. I used my card for a total of one day before it just completely stopped working and no one could give me an explanation why. After being told to fill out a refund form and needing to go to the bank to collect a statement, I returned to the station on the 11th and the 12th of October, respectively, and spoke to a BAFANA SIBIYA. He was very quick to make promises to me regarding the refund terms, giving me a total of R1000 on the day, and then ensuring me after making phonecalls to \a lady in finance"that I would have my money back in 2 to 3 days. It's been an entire week. Still no money. Today when I returned to the Gautrain station to speak to a supervisor"