money taken and not refunded

i was due for an upgrade at telkom where i had more than six hundred rand available on my phone,i went to a telkom shop and upgraded my phone and i was not told to transfere or use the money on my phone.the upgrade was sucessfull but to my surprise my money that i had on my phone is gone and now i have data and minutes.i lodged a complaint and i was told that it will be refunded.It's more than 5 months already with no feedback or anything.