Bad Bad Service

I have lost my bus ticket last week Friday inside the bus it was together with my work Access card.. We were driving from town since I'm working there, I only noticed the ticket when I was already off the bus. When I got home I called the I explained, I was told to buy a new ticket and load it then call them for my 5 journeys to be transferred to the new card. I did buy the new card Monday in town n loaded, I then called the lady who assisted me opening the quiry said they will call me back to transfer journeys. I have been waiting for too long as I need those journeys for my fare. Below is the email they sent

Dear Lerato Mpofu

Thank you for communicating with the Transport Information Centre.

Reference number: ***

Description: Smart Card-Transfer

Initiator Information:

Your query was forward to the Golden Arrow Bus Company for investigation and response detail.

Kind regards.

Transport Information Centre

Tel: *** E-Mail: ***

I want my journeys today because I have given everything you requested why is it now hard to transfer my journeys while you have every details.