Cancellation & Refund Nightmare

My 3-year LTE contract expired 31 July 2017. I went in to their Cresta branch (as advised) end of June to cancel the contract and was told that my last payment would be end July. At that time I got notification that the case was closed. At the beginning of September I noticed that a new amount (R299 as opposed to R399) was deducted from my account at the end of August. I then went back to Cresta and that's where my story begins...

I was told that my contract was never cancelled - nor did they have record of the June documentation - and I subsequently found out that instead another contract was taken out on my name without my knowledge or consent (*****?) and that THAT contract was cancelled instead. After many calls, emails, driving to stores at my own expense, I eventually managed to get my contract/account closed. Then came the rebate...

Even though Telkom deducted R299.00 from my account for two months - again without my consent (theft?) - I was informed that I'm only due R327.93 instead of the full R598.00. It's been more than two weeks and I'm still waiting for the dispute to be resolved and the full amount refunded.

I'd like to think I am a patient and reasonable person, and I get that mistakes happen, but once informed, the onus falls on the service provider to rectify their mistake within a reasonable amount of time. It should not become the customer's problem to fix, having to constantly follow up, explain their entire case history to a different consultant, who although friendly, are ultimately ineffectual. Each time being told that the case is being escalated and that someone will get back to you within an allotted time (which never happens). Only to repeat this process ad infinitum at your own cost and time.

After three years of excellent service with my LTE product, I must confess I'm bitterly disappointed with how Telkom has handled the bungle they made of my account. All-in-all it's been almost four months and my case is still not resolved. As I'm typing this, I'm waiting for a manager (at what level?) to phone me - and I guess be told - to be patient and that someone will get back to me?