Metrorail refuse accountability fr muggin on train

My wife was ****** on a Metrorail train, from between Ottery and Southfield station, at gunpoint. The perpetrator ****** her of all her jewellery, cellphone,emptied her bag on the floor and took her money, whilst holding her at gunpoint, completely traumatised. Metrorail advise we need to make a case for the claim, case was opened went for counselling, Metrrail advised it will take 3 years for their investigation. After continuous calling and getting the run around about still investigating, finally now 3 years later to the date, got hold of Claims department who could now all of the sudden 2 days later post a letter and send an email that claim rejected, repudiated, its not their fault. My wife even at the time shouted at securities at the station when perpetrator jumped out, they just stood their and ignored her.Utter terrible service from a passenger rail service that we suppose to trust to keep us safe,taking no responsibility and accountability for one`s supposed safety whilst using Metrorail`s trains. What a pathetic train service, no emphasis on customer safety and security.