Complain

I accidental bought amount of 3000 eletricity accidental using app then i reported to eskom they promise to refund me back they blocked token ,it was uly this year they promise that i 7 days i will get back my money but up until today ,ive been calling them ever since doing follow up ,they keep promising that they escalatung my issue,please help. This is the first issued ref number *** second ref *** my meter number ***. Thanking in advance