Not refunding old people their own hard earned money

Good day

I know Telkom is the worst service provider in our country but I still need to lay a complaint just so that people are aware of it. My Granmother had a stroke September 2017 and we needed to cancel her landline. I did the cancellation in September 2017. It took me almost 4 months JUST TO GET IT CANCELLED!!!!! By then there was a credit on the account that needed to be refunded to her. I've been struggling from December 2017 to get them to do the refund. I've used 100's of rands of Airtime phoning them every ****** week just to get some lame excuse. First it was they didn't receive the cancellation documentation and her ID, that went on for weeks resulting in me propably sending the same documentation 20 times. Now the last few months it's the banking details. I mailed it to 3 different departments and everytime I phone waisting my airtime they don't have it. 2 weeks ago I was contacted twice by different people to confirm the banking details AGAIN an AGAIN and was told the money will be refunded within 3 working days. Now after x3 phone calls this morning and another R50 of airtime I'm being told they couldn't get hold of me and the refund was rejected. YOU TRY telleing a 94 year old lady that had a stroke why Telkom is *****ing her money!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!