Post office incompetence

Please can someone help, i made a payment to eskom st the Wilropark post office in Roodepoort. My payment was allocated to a non existing account at eskom it has been over 5 wks and eskom cut me due to non payment. When addressing and spending the problem at the post office no one can rectify problem including managers etc. This is outright theft and the arrogance and incompetency of the post office staff at Wilropark is astonishing. When they were given instructions to refund money the manager says no one tells her what to do. Eskom was notified about the problem and told me they would investigate, then cut me off. Please can someone assist Wilropark and explain to thrm how to refund as eskom ssys it is not in their account.