Who does this City work for?

MyCiti has been deducting points from my card incorrectly, and despite logging two complaints – one dating back to March 2025 and another recent case – the matter remains unresolved. I have now been instructed to travel to Cape Town Civic Centre to download and electronic voucher due to MyCiti having one operational device for this process. This requirement forces me to spend additional money and taking time off from work to correct and error caused by MyCiti. Furthermore, the refund they owe me has been issued an expiration date. Which I believe is ridiculous and unfair. Given these circumstances, I would like to know whether this conduct violates consumer rights and whether I may lodge a formal complaint with the Consumer Protector.