Refund due and credit report not updated

My credit report reflects that I did not pay my telkom whereas on the telkom system I even have a refund due since May 2017. I have now logged 2 cases. The first case I received an email saying it was resolved and when I call the contact centre they indicate it is still open ( ********** 3). But they requested to log a second query because the first case number didnot specify the details of my query.( ********** 5). It has been months and i am not getting anywhere.