Poor communication and service

Telkom needs to refund me for a service that was not installed, I sent so many emails and now when I called 10210 they say I need to call the technical department to get a case reference number to to give the the billing department to get the refund. None of this was told to me when a lady from 10213 called me, she said I should email *** to cancel the account and waver the charges. Her name is Eva Stephen's. Please Telkom need to refund me asap