Pathetic service Gautrain

I write this complaint a very dissapointed customer. O am a regular customer commuting between Centurion and Sandton. Following an incorrect selection at point of purchasing my monthly ticket on the 27th of February 2018. I was advised by Gautrain information desk to process a refund on line, which I did. Received confirmation and ref # that the claim would be processed within 14 days. It has been a full month actually over, since the request was logged. I have not heared from anyone. I have phoned 6 times and my matter has been shifted from one consultant to another. I even asked thier manager to rather convert the cash to trips. I am told that will not be possible. I have reached a point of EXTREME DISSAPOINMENT. And need external help.