Incorrect and ********** Contract ***

Telkom is terrible. The Telkom social media team is useless. I lodged a complaint on the 18.11.2015 ***. No response received todate. I then lodged another complaint via the Glen Branch on 06.12.2015 Ref number: ***9. No response received todate. I eventually lodged a complaint via HelloPeter on the 02.01.2016 ref number SM182878 was given. No response. I lodged another complaint on the 14.01.2016 ref number SM182878 but still no response. I don't need reference numbers, I need resolution a refund of my money that Telkom has **********ly ****** from my account. Why is Telkom listed as a company that response except acknowledging a complaint.