Unhappy client

I am very ****ed of with the service that I got from Gautrain station in Sandton.My card expired in January with the cash in it. I was given a new card and they said I must claim my refund online and I did exactly that but their system is not user friendly. I went to Sandton station to claim my refund and I was told that they cannot help me if I don't have proof, I must do it online because I don't have proof of purchase .i find this very unprofessional for such a big company to treat their commuters like that. I even spoke with their supervisor and she did not help me either. You don't treat your customers like that with their money.