Airtime reversal query

Telkom customer services is a waste I mistakenly bought R1000 instead of R100 I called to enquire if they can reverse the transaction and I spoke to multiple agents, taken from piller to post, Given multiple emails to send bank statements and copy of ID to ***, *** and we'll as *** and no one got back to me until today I called and was told they can't, HOW SICK IS THIS, how ddnt any of all the agent be upfront and be honest