Deplorable business practice!

Telkom issued us (Allergan Pharmaceuticals) with a credit note of R3256.39 in March 2019 for services that were billed but not delivered, To date we still haven't received the payment. I contacted them this morning to be told that because i am not down as a contact on the account the credit note was declined. Further to this i am to now to have an affidavit drawn up so that that Telkom can make the credit to our account. What makes no sense at all is that we are not asking for the funds to be transferred to a different account or to a different company. Telkom are using this tactic to stall payment.