Refund for deposit money for phones took on a contract but cant the contract and paid the remaining balance off

A few years ago l took a contract phone with Telkom Eastgate l decided to cancel both my contracts because l wanted t to clear myself from debt . I paid them the full amount as l had paid a deposit to the company Account they werzsupposed to refund me it has been a whole full year no refund was made to me. I have tried calling them they have been ghosting me my case number was ***7 they kept on saying the money was deposited into my account but nothing was deposit an email was sent to Malebane by Nokuthula Bhali still nothing was donz l feel cheated because for years l was a loyal customer but they can't refund me my money. I really need your help as am in in need of that money cos its almost a year now if l go in store at Eastgate they will tell me they cant assist me l have to make a call to their headquarters that handles finance. Please help.