promised credit back into account but never done

After having complained to cell about the R2000 limit I wasn't informed about when I took out the Wi-Fi router contract, I was told that I don't have to pay it, the R2000 will be credited back into my cell c account. On the 14th July 2015, a day before the debit order had to go off my bank account I called in the call centre to check what the delay was because I first checked the balance on my account and I could see the R2000 was still not credited into the account. Only to discover they didn't live up to their promise. Thato, the call centre agent, who was the very first helpful agent I ever spoke to over the 3 years I've been with cell c escalated the matter to the finance manager who was supposed to work on matter urgently but obviously didn't. I am so sick of having to call cell c back and forth because everytime I call I have to hold on for a long time while they check the matter because they don't update their notes on my file/account as I call in. I have been told someone will call me back and nobody does. Can my matter please be resolved!!! I don't have time to be online to complain and be calling your call centre every other day!!