money owed to me by Telkom

i contacted telkom on the 5th of October 2017 about a my billing when a representative told me that Telkom owes me R2967.55. the representative tole me it would take telkom 14 working days to refund said amount to my bank account. after the 14 work days i contacted telkom again when the 2nd representative told me the ticket was never opened. she then logged the case and told me it would be refunded in 72 working hours and the case handler will contact me to assist me further. I am still waiting on that to happen. it is now the 15th November (30 WORKING days past) How long does telkom take to do anything.