Extremely Poor Customer Experience

Telkom Mobile owes me a refund as well as a paid up letter for my mobile contract, my credit reports all show my Telkom account as outstanding and my score heavily affected. I logged both cases (refund and paid up letter) on the 28th of August 2018 and I was told the turn around time was around 7 working days and someone would contact me to confirm my banking details and email address, the 07th of September would've was the 7th day and I have no feedback.

I have been calling Telkom everyday for the past 2 weeks with no luck, when I asked to speak to the billing department the call center agents and team leaders told me they'd re escalate my cases and would call me back with an update, even today I have had no updates as yet tells me i cant they will escalate it for me.

Today is the 14th of September the most recent agent told me multiple cases were logged instead of escalated. Now I don't understand why every time I call I hear conflicting stories. I had the same experience for my ADSL contract early last year too when the account was paid up but still reflecting as overdue.

I'm tired of calling them because nothing is being done, why must I wait for more than 2 weeks for them to call me back, I really can't be wasting my time everyday calling people who keep me on hold for more than an hour.

This is an extremely poor customer experience!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!