No refund after 20 days!!

I app**** for a refund for a 35 day pass I loaded onto my card that I no longer needed on the 31st January 2016 and I still have not received my refund in my bank account. <br> <br> The cashier that helped me told me that the money should be in my account after 14 days. The cashier also took my Gold Card.<br> <br> I sent an email two days ago inquiring about this and no response from the Gautrain people.<br> <br> Must I beg for my money back or what??