GAUTRAIN REFUND OVERDUE

On Friday the 26th January I reloaded my gautrain card with R150 on their Web/App Bank Payment (topped online) at 07H22 the payment went through on my account but the money did not reflect on the gautrain card. I then took a bus same day +- 15H00 ( I still had +- R50 on the card) I noticed that the R150 was still not reflecting. =R150

On Monday the 29th I double checked my bank account and the money (R150) did go through. I then tried to reload with another R150 at 13H40 and my account was debited again with another R150 but not reflecting on the card (on the gautrain website it read: payment outstanding R150)

I decided to try again the same day 29th at 14H29 with another R100 web payment and my account debited with R100 and it was still not reflecting on my card.

I then went to Gautrain Station on the 29th +- 16H20 and was told to claim via the website and I made the claim on the 30th January and received 3 references: ***. I have been calling to check on the status of the claim and had to start explaining myself from the beginning everytime I call. This is really frustrating!! How can a refund take more than 12days and I am not getting any feedbank whatsoever with the status of the claim.The total amount they owe me is R400 and I want it bac****