Still waiting for my refund

I bought a return product from Centurion to Park and from Park to Centurion for R182 as well as loaded R50 for bus and parking on the 12th May 2026. When I got to Gautrain the following day, my product was not loaded on my gautrain card but the money got deducted from my bank account and only the R60 was loaded. I had to load my car at the station because my product was not loaded. so imagine if I did not have any money with me, I was going to be stranded in Johannesburg. Now I have logged my claim on the system to refund me my R182 and the status still remain as BOC to get more details from the customer and no one has contacted me. I need my R182 refunded please. My contact is ***