Refund for a mistake Telkom did and Im suffering for

Ive been waiting since January 2021 for Telkom to refund me my R3560. After following up with them many times I got an SMS About a months a go saying that my case has been resolved and the money will reflect in my bank account within 5 to 7 working days. Till today which has been more than 3 weeks since I got that SMS. After sending them my bank statement to prove that no money came to my bank account, they opened a new case to investigate. Im still waiting and frustrated as I already have an existing contract with them and they are debiting me monthly.