MTN not responding to credit due

On 2 November I was very unlucky to have been a victim of OTP ***** on my MTN account. While I was being ****med, luckily it felt off and I dropped the call and phoned MTN. I was ****med to the value of R2600. On the same day 2 November 2022 I spoke to Nompumelelo Ngwenya at MTN who was very helpful. She helped me with the blocking of further ***** as the ******** were still busy and she logged the call. I then emailed her on the same day my affidavit with a copy of my ID. She then advised the ***** case was logged. I asked her what about the amount as surely it wasnt my fault, these ******** were really good as they knew everything about me. She advised that I would be able to request the credit but only after the invoicing date of the 12th. This I did and while waiting many tickets was processed for this case. Mean while, on the 1st of December MTN ran a debit order through my account for R4000 (my monthly bill of R1300 + R2600 for the *****). I was told the money for the ***** case would be credited to me, but after many follow ups, I still don't know what is going on. What is happening with my credit and when will it be refunded. I am not sure who the fault is with within MTN, but I don't want to say anything bad about Nompumelelo as she was great in assisting me.