Case Number...***9

Mistakenly I bought 1000 rand airtime instead of 100 via bank on 26 dec 2019, then I called telkom & asked if it is possible to reverse. The agent took all my details & proof of purchase included, gave me the case number, told me I will get feed within 72 hour & also told me to never use the airtime. Ever since till today I have been calling the customer care to check how far the case is & no one knows whether the matter will be resolved or not & apparently telkom customers are to allowed speak to people who are handling the case. Sometimes when you call you'd get *********** agents like shakira who would just transfer your call to another agent without informing you which is very frustrating because you gonna have to start from scratch explaining. All I wanted to know was whether the matter will be resolved or not but it seems like no one at telkom knows if it will be resolved of not. Nor give me the timeframe atleast but they told to not use the airtime, whats the point? & customer service, the worst