Not happy

I over paid my mother's account with 1200, i called in on the 1st September to ask if its possible to get a refund of R800 then they said its possible, i just need to send my mother's id and the statement of which i did that but i was told to send on Monday 4 September because the account will only reflect on the monday. I sent and waited. Then i call on the following day, which to ask if they have received my email or not. The lady i spoke to said i must wait until Friday the 8, then i called on Friday only to be toldbit has not yet reflected i need to call on Monday to see if they have processed with the claim. Today the 11 September am still calling to check but am not getting any help. I spoke to 1 lady but she transferred my call to finance then hang up the phone now as am typing this review am on hold. No response no nothing. I just want the money back. If it was not possible they where supposed to tell me but not give me false hope. I can't be using my airtime to be on holdcall