Pending payment

am writing to you regarding a payment I made on Telkom's website for my cellphone contract. The payment was made on the 1st of Feb 2024, but it has been pending on my account since then. I was told to get authorisation letter from Telkom but they say they unable to provide me with that . I’m tired of calling their call centre everyday only to be told different story every time I call.They keep on telling me that I won’t get my money back if Telkom doesn’t provide me with the letter , where’s Telkom says they don’t ever provide that to the bank.