Over billing and Poor response

I have been trying to sort out my account query for the past 2 weeks, no one can assist me

I paid my monthly bill via eft since i have changed my banking details, this is after I was advised in the store that it would have been effective at the end of the month which it was not. Then around the 17th my account was debited and this effectively meant that Telkom owed me a refund, their agents that you chat to were adamant that I have not paid, eventually on Monday one (Tsepiso) understood what I was talking about and escalated the issue, till today I haven't had feedback or any data in my account.

Telkom disconnected me and are taking their sweet time to reconnect me, they are not even replying to my FB message that I left 2 days ago