Is withholding a refund theft?

If this review allowed it, TELKOM wouldn't have even gotten that 1 star!

In February / March last year (2019), I cancelled my month to month contract with TELKOM. Last payment was made on the 2nd of April 2019.

Originally it was a Fixed Term Agreement for 24 months, but it expired on the 02/02/2018; after which we continued the same services on a month to month basis.

At the time of cancellation, our invoices showed that a credit of R2000+ was due to us.

However, TELKOM only cancelled a portion of the service bundle, which resulted in the remaining service eating away at our credit.

I have tried every possible way to sort this out with TELKOM - online portal; 102 numbers; visiting my nearest TELKOM branch, emailing various departments; Facebook profile - but no-one has ever been able to help with sorting out the refund.

I have tried for more than year to get this sorted, to no avail.

I am wondering how many other people experience this same problem? Where is our money? And ultimately, is withholding a refund theft?