Issues on credit amount to be paid out on my account

Why can telkom issue new services VIA telephone without proper identification, they do it by just asking a few useless questions anyone who knows you can answer them on your behalf as long as telkom can earn money they dont care.

BUT

The moment I want telkom to pay back the credit amount on my account that was closed in December it becomes a mission.

Telkom requested a bank statement to verify account and a certified copy of my ID, I get that, but now they want a certified copy from the SAP / PO.... Why?

All other companies have accepted all my documents they same way i have sent it through to telkom but telkom wont accept it.

Its not as if its thousands of rands....

You received my documents... MAKE IT WORK and refund me the credit.