Gautrain’s 14 days refund policy is a lie

I lost my registered card which I reported on the same day. I had trips and money on it. When I reported it I was firstly shocked when I was told that I had to wait 14 days for the refund to be processed. With no money on me I had to make alternatives. With no feedback as informed when I filled the form I waited. Today is the 15th day and I am still being told that ‘it is being escalated’ The 14 days as they communicated to me seems was a lie.