A Refund does not take over a Month!

Dear Telkom Mobile,

My elderly grandfather went to one of your stores to buy a cell phone cash at Telkom Tygervalley Centre, he paid with his debit card and in the process your pinpad disconnected and your consultant advised him you were offline, however the money did go off his bank account to the amount of R4 327,73 on 25 August 2017. He has gone to your store over 5 times to resolve this as he is now waiting for his refund from Telkom. On one of his visits he was given the following reference ********** 487 by your consultant and promised that the refund would happen by latest 12 September 2017, we are now on 10 October and still nothing!? The transaction was done on 25 August 2017 already! This level of service is shocking. He is in his late 70's and even his bank, Standard Bank has been in talks with yourselves to get his money back, to no avail! I attempted to use your client service chat but they were NO help at all! I expect a call urgently for this matter to be resolved within this week as we have been waiting as stated, for over a month for a simple refund. Natasja