Pathetic service

I tried to load R1000 on Gautrain card via their TVM at rhodesfield station on 20 August but fynds were not loaded but debited off credit card. I lodged an official refund claim at rhodesfield and was informed on to collect refund 2 weeks ago. Was then told it would hsve to be paid by Gautrain head office the next week since refunds are only paid out on Thursdays. That was last week Thursday. Needless to say notwithstanding using their Chat service and promise to investigate.. Nothing has been refunded yet. No service and no care for their customers.