*********** Call centre agents - incorrect billing - when am I getting my refund???

Hi there, I was double debited on the 26/01/2018 and logged case ********** 8 on the 01/02/2018. I also requested the trial debit refund that Telkom did last year December. I was told, by Thando Zwane, that it takes 9 working days for turn around and that both refunds were in the same case. I then phoned on the 16th as I had received no feedback and was promised a callback. I did not receive any callback. I phoned today on the 21/02/2018, 21 days later, and Zama Nkhwa**** was supposed to escalate this call with proof via email. I have not received an email yet and he did not provide a reference when I asked for it. I called again to follow up and this guy, Zama Nkhwa****, cannot be found on your system. The agent I was chatting to was wasting my time and then cut the call on me. I'm tired of calling you.

WHEN AM I GETTING MY REFUND!?