bad service

I app**** for ADSL which was approved i then received a SMS from TELKOM stating that i should make a payment of R 700 before the installation can be done, after making the payment i them received a SMS saying that my order has been cancelled due to cable theft in my area.

I then went back to the Telkom shop where I was told that they cannot help me and I need to call the billing department, i called the billing department where i hanged on for more then 30 minutes using my own airtime just to find out that they cannot refund me i need to wait until i receive a invoice within the next 30 days then i must call back and log a dispute then hopefully i will be refunded.

I don't understand why I cannot just walk into the shop where i made the payment in the first place and get a refund.