Assistance if not busy !!!

How difficult can processing refund be? I have been sent for pillar to post for a refund by telkom. I mistakenly made a double payment to my telkom account and have been back and forth with telkom since the 27/07/2024. Spoke to a consultant by the name of Siviwe Mgevane who sent me an email to send my bank statement and ID, which I did. Since then no communication. Spoke to another consultant still on the same issue, no documents were received according to her and she sent me her email which was incorrect (***). Called again today to get assistance, consultant by the name of Yanga could'nt careless of what my query was and sent me to the survey at the end of the call!!!!!!! Can someone somewhere assist or is everyone clueless on how to process a refund??????