Refund from telkom

I have canceled my business account with telkom in 2022 which took forever. I have to email and calling them several times to find out why they keep debiting after cancelation. Then in October 2023 I went to their shop at V&A waterfront to enquire about it. I was ask to submit all necessary documents such as bank letter, ID. Then again I went to their shop on the 2nd of December 2023 to find out why am I not getting my refund. The consultant said that it was rejected because I didn't submit bank letter, ID. Then I told her that I have submitted everything, she checked again and find it, she said it was placed in the wrong file. Then she said she will put it in the correct file. But until today I have not received my refund. Please help me to get my money back