My citi the biggest ****mer and *****

I am soo disappointed in how my citi handle customer claims that lost their cards with points in it , customer who would like their point to be refunded . I use their service to work every day hence I buy a monthly pass . I bought my monthly pass on the 2nd June on the 9th June I lost it (R1000 gone )and I reported it 15min later ( that’s when I noticed it’s missing ) for it to be blocked , signed forms , went to the police station for an affidavit , got a case number , detective name and stamp, my id copy the receipt of my card and the new card to transfer these point in . I emailed this ( srv reqno ***) spoke to Aqeelah Safiedien . I did everything they wanted but till today I am waiting it’s about to go to I another month I still have to go to work with their services ( hate that ) . I feel very ****med by them . I emailed them again asking them to take me through their “investigation process “ still not getting clear answer I am just told to wait . For how long while I still have to go up work and use extra money . You guys are ****ming your customers and it’s ***** what you going to loyal customer . Clearly you only value us when we buy only but when we need your assistance we are nuisance to I you guys you only love our money when we buy . Who would go through so much of that ridicules process of your like they opening a missing person case just for points back or to lie . Very very disappointing in your customer service .