Unfair and ******** customer treatment

I've loaded money onto my card as a commuter for travel to work and back home daily. However the money was never allocated to my Gautrain account on the 7th of March 2023. After numerous calls from my side and receiving emails stating that the funds will expire and that I will have to wait for 25 days or more to get a refund.

This to me is theft and causing me a massive inconvenience. How will I be getting to work and home? This is unfair to me as a commuter to be punished for their system error. I would not recommend using the Gautrain app or website to reload funds. The gautrain is *****ing money from it's commuters!!!