Refund problematic

On the 2-12-2025 I purchased a weekly ticket from Park Station to Hatfield Station using my bank card, upon arriving at work I received confirmation indicating that the payment was duplicated, wen to the bank to verify and indeed it was a double payment, went to Hatfield Gautrain and i was told that there is nothing they can do to refund I have to go to Park Station Gautrain to be assisted, which i did, submit my bank statement, Id and bank card, completed a form and i was given a copy, advised to come after 7 days which i did and i was told that i cannot get the refund because the refunds are made 7 - 14 days, On the 15-12.2025 I went to Park Station Gautrain, I was told that the person who was responsible for completing my refund is not at work and i could not get my refund 19-12.2025 and 22-12.2025 (both I went to Park Station Gautrain - I was told the Supervisor and the responsible are both not at work ) Today the 30-12,2025 I went and I was told the Supervisor is not at work and the responsible personnel is on leave and the Finance office is not answering calls) no refund. I was send back again. 21 days no refund, no email not call as it was promised, 7- 14 days as promised, this caused a lot of problem , I had to borrow money to pay for my travel while Gautrain is keeping my money- The reference number written on the Refund Application form is 5196 12 ***x458L