Excuse for service

When it comes to debit orders, Telkom is on point, but when they need to refund you, I just received the worst service ever. Going forward 1 step and then 10 steps backwards. New excuse each time and with each step forward, the case is referred to dispute once again after the dispute was solved and billing department just needs to refund me. One of the excuses was that my ID is not on the system.... when the invoices are password protected with my ID number which they sent each month. Disappointed in their service to say the least. On the verge of contacting the Ombudsman.