Wating

I was in Makro Ottery on 10.01.2015 to replace my cards. I explained to the staff member that I was in a ******* and all my belongings was ******. I also explained that due to this I have suffered big financial losses. I have replaced all my bank and store cards at various shops and explained my situation and was not charged for any replacement card. I have a case number as proof to this. The staff member put me on the line with the call centre where I explained my whole story again. The call centre agent tried to put me through to a supervisor and after holding for 20 minutes said no one is available she will refer my matter and a supervisor will call me. I called the call centre today and was told no refund has been made yet. I was then placed on hold for the agent that assisted me on the 10.01.15 and after holding for 20 minutes the call was cut. I am more than happy to pay if I lost or damaged the card but I feel that I was a victim of crime and why should I be paying for being a victim of crime for something that was already traumatising and beyond my control. I also feel that it was extremely bad not getting a call from a supervisor as promised