"Unresolved Issue with Trip Transfer After Card Change"

At the end of 2024, I purchased two weeks' worth of trips, intending to use them at the beginning of 2025. However, when I tried to use the trips, I was informed that I could not use them with the card I had at the time. As a result, I obtained a new card, and was later told that the trips would be transferred to this new card. I have followed up with them numerous times, but it has been over a month now, and the issue remains unresolved.