Complaints being unattended to

I have been having an issue getting my 'test debit' reversed which Telkom is failing to do. I took a cellphone contract in late November and before sending the phone they did a test debit on my account of the contract amount, R699 on the 04/12/2018. This amount was never reversed, and after speaking to an agent they stated that it would either be deducted from my next bill or reversed back to me, seeing as the first bill had already come, valued at R1378. 65 which they said would be higher, I thought it would be deducted from my latest bill for February. My invoice arrived yesterday and it still doesn't reflect my reversal. Speaking to another agent today she had stated that the debit is still with the sales department and they have not released it yet. I have logged two disputes already, ( ********** 2 and ********** 8) both of which show they are sitting on stage 1 of 4-logged, meaning they have not been attended to in any way and no one is able to provide me any feedback as to when this reversal will take place.