Shocking Service

My Gautrain cards for my delegates have been blocked with no reason. I was first informed at Gautrain Rosebank that all I needed to do was bring a bank statement, copy of my ID/Drivers licence and fill out a refund form. Only to find out I was misinformed. Boitumelo, the supervisor said she needed to do an investigation. She then gave me her contact details and asked to call her on Friday the 30th of January 2015 at 14h00. However, no one could tell me where she was and was spoken to very badly. I have attempted calling her ever since as this is compromising my business now. The gentlemen at Rosebank who answered the phone was extremely rude to me now. I called *** only to get spoken to like dirt by reception. I finally spoke to Pricila who has advised she will assist me and get back to me. I am horrified at the service I have received along with being spoken to so badly. Please can anyone tell me how to get these cards unblocked or get a refund. I have delegates arriving and need to get them cards for the Gautrain ASAP!