No refund

I cancelled my telkom line, (with the biggest of issues, due to no one answering calls at the call center). I finally got the line cancelled, now I have a refund with telkom, but I have been struggling a whole month to try and get my money out of Telkom. I keep e-mailing the person that initiated the refund part, but I do not get any feedback. I need my money paid back to me.