No help

We got an invoice, says payment returned, and shows on the Internet site 22/02/2016, but called and telkom says 16/12/2015? How does a payment return more than 2 months later? Went to the telkom store were we waited in line for a long time, just to be told they cant help, but will send an email for us. Nothing came from that. We then called and sent from one to the other, no one can help. Keep asking for bank statements to be emailed and we did so every-time. We have proved on bank statements was never from us, payment went off and never returned.. They refuse to investigate and fix the wrong return on our account. Sent emails to each one i spoke to, never a manager avl. Still not fixed. Now threats that the service will be suspended, but the mistake on their side? Is logic lost and how can no one help.