Bad service and lack of urgency for commuters

Got a bad service from Dennebom A re yeng station, replaced my card last week Monday and the lady made a mistake and didnt replace my points. Went there 3 times already last week, last Thursday the manager named Elias said by Monday it will be sorted. Today I went there and it wasnt, then he ignore the calls. Where is the sense of urgency?? For such a big company to treat their commuters like this, and it was their mistake. They only called ones and never again, Im spending cash whereas I loaded the card. This is a bad service and being lied to is even worse, by a manager nogal. Unacceptable!! Who do I have to call to sort this out since Dennebom station cant help?? How do I get to work in the meantime, its been a week. BAD SERVICE!!