Refund and Incorrect Information

on the 3rd of November 2015, Tuesday Morning i loaded a two week pass on my gold card for the amount of almost R700 from Rhodesfield to Midrand, that afternoon my card wasnt working, i filled in the refund forms, the lady said it will take 7 days for the money to reflect in my account, today is the 12th of November still no money, i phoned customer service and he said it take 7 to 14 days, i told him that they never informed me that it could take up to 14 days, i told him that i budget for a spesific amount for transport, now im short because of the refund, what must i do now, he just said he doesnt know. i read now on Hello Peter all the complaints about refund problems, some people wait over a month, some never even get their money, why has nothing been done about this, its not like we have thousands in our bank account to afford to just pay more money for transport, as a first time gautrain user, the same day i filed in the refund papers i loaded another weeks pass for R400, it said a 7 day pass, i didnt use 2 trains and 4 buses which i paid for, when i got to the station, there was no money on my card, then only they said if you dont use it in this period you lose the money, :(