CAS TAKING TOO LONG TO BE RESOLVED BY MONDO

I have previously lodged a complained against Mondo in July this year about a router contract that I took out last year AUG/SEPT but has never been operational due to connection problem. They did get in touch with me and resolved this matter however i did not get the entire refund back, and I have reported this with Telkom the network provider and they have generated a case number ***6 early August, till now I have not received anything from them. When I contact Telkom they say, they are waiting for Mondo to credit the amount so that they can allocate it to me and the case is still open,how long is this supposed to take? Mondo failing me once again.