Refund

Hi, I had my bag snatched 06 February 2024, part of what I lost was my Gautrain card with R971.00 in the purse, 07 February I requested refund and was told it takes 7 to 14 days. On the 14th went to the Sandton station, and was told to go to Park as request was done there, I get to Park, I'm told supervisor is not in so to come back tomorrow, after complaining she calls somewhere/someone, then tells me they knock-off @ 4 so left for the day, I go to park again 15th, this time the supervisor is in , tells me the guy that works with refunds, did not have access to his mails for 2 days and that I shouldn't come to Park again till refund's dept. has made contact, On Friday 16 February I call the so called customer services, male that answered says he cannot assist with info on progress of my refund (which is all I needed to know all along) as it was not done online but at a station. I'm traumatized for the second time by Mbombela with their insensitivity and lack of care