No response since July 2015

Cellphone number was ported from Autopage directly to Vodacom service provider. Autopage deducted another premuim after the port was done on top up package. The airtime that they where to supp**** for the moneys they took could not be used as the number was ported, and you pay in advance for airtime. We have been struggeling for a year now to get the moneys back, NO ONE IS GETTING back to us. I lodge a complaint with there service help desk on 16/07/2015 and received a e-mail back with a query referance number 769946, stating that a response will be received within 7 days. today is 03/11/2015. Do not know what their 7 days means. All we want is the moneys credited back to us. Is that to much to ask, for Autopage I geuss so. Please response and give RESOLUTION w.r.t. the matter it would be greatly apprecaited.