Refund

Hellopeter, Telkom was suppose to debit money on the 25th of April, and that time I didn't have money on my account. I then made manual payment on the 29th of April , on the 30th of April they took the money on my account again. On the 6th of May I called asking for refund they told me that It will take 48 hours to resolved the issue, I made another after 48 hours they told me to wait another 7- 14 days they still investigating and now it's 14 days they telling me that they won't refund me with no explanation and the agent told me that he also doesn't know why they won't pay back my money. My case number is ********** 9