Refund from Telkom mobile

Visited the branch on the 13th of march 2020 and i was informed that i have a credit on my account that needed to be refunded back to me and i have been trying to get help since then. when i call i am told i have a handed over account which is not true. No one is willing to take responsibility from Telkom mobile to resolve this and refund me.

Case no:***1 Date:2020/03/13 Assisted by: portia Branch: Cresta mall

Ref for latest follow up:*** date:2020/04/02 call centre: Palanthia