MyCiti **********ly taking money from their customers.

In September 2017 I used MyCiti's self service devise at Century Gate in Century City wanting to purchase points for my bus fare for the whole month but I only got money deducted from my bank account and no points were credited onto my MyCiti card for that transaction. I raised this issue with MyCiti customer care, provided them with the documents and information they requested and made several follow up but I have not received my refund yet. My query was escalated to James Williams (Cash Management) at AEM Facilities Management (Pty) Ltd. Although i had thought the issue would be resolved quickly after the escalation, I have gotten no joy from him. The only feedback I got from him was that he escalated the matter to his Ops Manager and several follow up emails I sent to him attracted no response. I'm still a MyCiti customer but I'm sick and tired of being bul**** by their staff who do not understand or care about the customers who pay their salaries so I need urgent attention to be given to my query so my money can be refunded urgently.