No refund since May 2015 - *** AI***

I really don't know what to do anymore. I've phoned, I've emailed and I've logged my query on Hello Peter before. It is now 8 months later and I still have not received my refund. Please refer to reference numbers SM156921 AND AI***. Telkom took debit orders by mistake to the value of R3428.45. After a long struggle, they agreed to do the refund and I got a very snotty sms to that effect, saying that they need certain documents and \FAILURE TO PROVIDE THE REQUIRED DOCUMENTATION WITHIN 48 HOURS WILL RESULT IN THE ENQUIRY BEING REGARDED AS FINALIZED". This was on the 23rd of Nov 2015. I sent the documents promptly"