PLEASE PAY MY REFUND

I had a contract with TELKOM Mobile for 2 years. After in ended. I decided to move to a different network. After my account was closed. They kept on sending me statements that I had a+/- R1700 Credit. In November last year. I started the process of recovering that credit. Eventually my case was given to Charlene Mncube TM-SOC Billing Representative. She sent me an email asking for my bank statement to be able to make the refund. I sent her the statement on the 26th of November 2018. Then sent a follow up email on the 29 of November 2018. Till today there has been no refund and no communication. I sent another follow up email this Morning. I don't see why I should have to wait so long for a refund or communication update.