Awaiting Refund From Telkom and FRUSTRATED

First off I have to say that I have been paying off my 8ta account with Telkom for 2 years and my email address did not change until mid last year (2019), in all that time and despite numerous requests I did not received a statement but was harassed by their collection agent monthly. I finally went into a Telkom shop to change my bank details as I was advised by a Telkom agent that Telkom owed me money, only then did I obtain a statement.

To date the discussions I have had with Telkom has been hugely frustrating and unhelpful, I really feel that the agents one deals with should be better trained and ensure that they follow the steps correctly.

Discussion with Telkom Case originally logged on the 28.11.2019 with Mahlaba who did not escalate the claim. Telkom owes me R 2400.00. 15.01.2019 Case ********** 1 - not escalated to paying department (Mahlaba) was told there was a virus in the payment system for two weeks so no payments were made. Case ********** 3 - not escalated to paying department. 17.01.2019 Called to follow up and was advise that the chap I spoke to on the 15th had escalated it to the payment department??? and that payment will be on Friday 25.01.2019 24.01.2019 Case ********** 6 - still within the 72 hour turn around for payment an will most likely be 28.01.2019 (12h30 called to follow up 24.01.2019) and this was given to me by the supervisor. I got the distinct feeling that it was said to get me off of the phone.

28.01.2019 Case ********** 6 : Surprise, surprise - no payment yet.

29.01.2019 Case ********** 6: When I called I was told to please phone back later as their systems were down.

I am not sure what to believe anymore. Clearly mistakes are being made and there is no corrective measures. Why is it so hard to receive my refund most specifically as Telkom is in error and where is their in contact with their clients...........I have found it absolutely none existent.