Refunds

I tried to reload my gautrain card with money for the week ahead. My cheque account was debited by an 'unexpected error' caused my gautrain card not to be credited. I phoned the call centre who advised me that I have to do an online claim and I will be refunded, this process will however take 10 - 14 days! And there is a possibility of an admin charge to me! I then phoned my bank who required a letter from Gautrain confirming what had happened and they will reverse the transaction. Obviously Gautrain refuses to give a letter! I just have to wait. Yesterday I spoke to Makhiel / Michiel , who promised me that he would escalate the matter and sent me a confirmation email ... no email, no escalation. Today I speak to Rashien / Rasheed who promises the same. Best of all is, there is no way according to Rashien that either him or me can speak to the finance department - so there is no accountability to anyone! We as the consumers don't just have money to waste as and when we please! I still have to get on the train everyday, costing me more and more money! I need urgent help please!