Feedback on enquiry / no update on account refund

I have logged a call about two weeks ago that our telephone line is out of order and thus far no proper responce has been received. In this period of time we are paying for a line that is not active. Ref ***7.<br> <br> I also logged a call for a deposit refund. I emailed Ms Antoinette Snyman to enquire about the refund of my grand mother account Mrs Magaret Charles. The ref 732092 and the account number *** . She informed me that as per protocal they needed a copy of my granny ID and bank statement. I informed her that my granny is a pensioner and she does not own a bank account. She informed me that the refund will be sent to the Telkom Tygervalley branch the following week. To date I had no response.<br> <br> Please kindly investigate the two matters above as I have been inonvenieced to follow up on this matters for the past few weeks.