Unprofessional Behavior From Gautrain Finance Team

I recently got ****** and lost everything including my Gautrain Card. Luckily I had loaded my card using my bank card so when I went to the station to follow up on a refund application they were able to assist me load a refund. My refund application was submitted on the 4th October 2024, I followed up with Gautrain's call center and spoke to Roeshen who advised that my claim was received and escalated to Finance since I had claimed on the 4th already. To do the Finance Department has not released my refund payment. What makes matters worse is the Customer Care call center is unable to give reasons why it hasn't been paid and claims that the person paying refunds is on leave. HOW DOES SUCH A BIG INSTITUTION NOT HAVE SOMEONE ELSE PROCESSING REFUNDS IF ANOTHER IS ON LEAVE. So to cut a long story short, my refund is not paid because an employee at Gautrain is on leave. Please assist me as I need to use these funds to travel to work. Can someone please process my refund ASAP ... This is extremely unprofessional of Gautrain.