Pay back the money

On 29 April 2019 I cancelled my Telkom landline on their online portal. At that stage I was almost R3000 in credit with them. Any money owned to me will be paid to me after 2 months, they promised. On 4 July I contacted them to request when I can expect my payout and provided them with ID, bank account etc. On 4 July I received a sms to say that the issue has been resolved. On 15 July I contacted them again to say no money has been received. I furnished them with bank statements, as requested, to proof thay no money was received.Contacted the call centre on 19 and 24 July to ask for explanation but to no avail, cannot provide me with email or phone number except the call centre as it is not available to the public! Asked to be contacted by this mysterious person but no response after several requests!! (Ref ***8)