Rochester in festival absolutely no service

Hi everyone, just want to give a quick note that i paid my account in full + over paid more then R3000. This was on the 5th of January 2017. I called and the call center said i need to go to the branch. This week i went to the branch twice and spoke to a Darian employee at Festival mall, i gave him all the documentation needed for my refund. 2 days ago I went back there again just to get promised that he will call me the same day for feedback. Its been two days and still no feedback. Can someone please tell me how to handle this. The telephone number is just ringing constantly there is no answer at all.