Problem claiming refund from expired Gautrain card

Message: Dear Peter, I have been trying since 11 April via the internet to claim back R243 left in my expired Gautrain card without success. At first the claim was simply rejected. 15039 03-05-2018 Gautrain Gold Gautrain Card Expired 243.00 Claim Rejected by BOC When I asked what else I could do, I was advised to change the reason to “faulty card”. It was then approved and finally they claimed that the money had been paid. No such payment was received. I have asked repeatedly for date and proof of payment and deposit account number. I was told I had to prove non-payment which would entail sending them bank statements for the past four months. The date on my claim management site (I am a registered user of Gautrain services) states 26 March 2018 – more than two weeks before I tried to claim my refund or even registered on the Gautrain site. 15993 26-03-2018 Gautrain Gold Faulty card 243.00 Claim paid I have asked to be referred to a higher authority, but my correspondence is ignored except for the automatic reply I receive via e-mail after lodging my complaint. I have in desperation submitted my bank statement for the March April period, again asked for proof of payment without any other response than an automatic reply to register receipt of complaint. Can anyone suggest a different course of action? Regards, Nicoline van der Merwe