pay back my money

I been promised my money back for the passed 15 days, telkom service is ridiculous... I get different information from the different call centre agents, its impossible to speak to a senior apparently i must request a call back.My phone calls have been cut more than i can count......They took R3000 from my account for a 1500 bill, like honestly....telkom pay back the money......i was told to wait for 7-14 days. today i the 11th day and im told to send proof of payment but both the payments are reflecting on their system....what kind of nonsense is this...