Pathetic service at Telkom!

I tried to reach Telkom a few times, send emails and even chat with a online agent a few times (every time the line disconnect) I wrote this review to tell everyone about the service of Telkom, I write it on behalf of my pensioner parents. They have cancelled their fixed line because the monthly subscription is so high and they hardly use it, this number was in their name for the last 50 years. I see on their latest statement that they have a credit of R171.58 on the account, after we cancelled the line and paid upfront in February. No one at Telkom can tell me how to redeem the credit? As said above, each time I get lucky to ask someone about it, the line disconnect and I need to do everything all over again. Pathetic service!!!