Refusal to transfer points from lost card number 55769******0300 for son with autism who lost his bus card

My son has autism and works in Killarney Gardens. He lost his bus ticket that had a few hundred rands worth of points last week Thursday, 06.05.21. I called the info centre of MyCiti immediately and the operator put me through to a supervisor who told me all I needed to do was email a pic of one of my child's purchase slip of points purchased, where they will be able to access his card number and then give them the new card number and his points can be carried over on there.

I did just that. I pointed out to the supervisor I spoke to that the full card number doesn't appear on the purchase slip. It reads: 55769******0300. The supervisor said not to worry, they only need those numbers that appear on there. I sent a pic of this.

Then received an email back that I must fill out forms and produce proof that the card belonged to him and have the full card number. Also, the person who emailed me wouldn't call me back when I requested this and insists on emails only as she apparently works from home. I requested her manager call me and didn't receive a reply.

My son isn't able to do an affidavit due to his mental handicap and I cannot understand why he needs to go through all that trouble when his card wasn't ****** but lost. In the meantime, someone could have picked it up and is merrily using up the points and my request is being stonewalled.