Cellphone Contract Test Debit Order

I app**** for my cellphone contract in June 2017. R679 was debited from my account as a test debit order before they can deliver the phone. I was told it was going to be refunded back within 4 to 5 months. It's almost a year now and I have not yet received it. I have lodged in two cases and each time they told me to submit proof that the test debit order was taken and I did. In both cases that I lodged I received an sms saying that my case has bee resolved but when I call them to ask how has it bee resolved when I have not yet received my money, no one seems to know what is happening.