So unhappy with Gautrain right now....pay back my money

I have been using Gautrain since November of 2015 and have been loving it. I recently lost my card with pay-as-you-go loaded as well a monthly product which was about to start the day after I lost my card. I reported the card and blocked and app**** for a refund. Only my pay-as-you-go refund was paid back. They did not pick up on my monthly that was about to kick in. I have proof to show that I loaded the card and they seem not interested to help me. So just over R1600 gone down the drain.