Urgent Refund Request for Blocked Gautrain Card

I recently lost my purse and had to block all the Gautrain cards linked to my profile. My husband lent me his card for a trip to Midrand, unaware that his card was also linked to my profile and thus blocked. Initially, I was able to use it since the blocking process from the head office takes a few hours to take effect. However, the next day, when I tried to use the card again, I discovered it was blocked.

I contacted Gautrain to request either a refund or an unlocking of the card, but my requests were rejected twice. I emailed customer service for an explanation, as the website does not provide reasons for the rejection. I was informed that the R228 charge could not be refunded because it was not a payment made at a Gautrain station, but rather at the DLTC for a license renewal. This is incorrect.

I explained to the consultant that I had reloaded the card with R250 at a Gautrain station and used it for the bus service, yet my refund request was still denied. Now, I find myself going through my transaction history to prove my case, even though these transactions should be readily available on your system and easy to track.

Below is my transaction history, including the dates when I loaded money onto the card and when it was blocked:

2024-09-10 12:49: Reloaded R250 at BusPoint CSC

2024-09-10 12:49: Check-in fare R228

2024-09-11 06:33: Card blocked (Blacklist Management)

This claim was incorrectly rejected based on the assumption that the R228 was for a license renewal, which is not true. I kindly ask that you process my refund urgently so that I can purchase a new card.

Thank you for your immediate attention to this matter.