Refund not being paid out!!! Frustrated!!!

On the 10th of October 2017 I spoke to one of the consultants at Telkom. I recently opened a new bank account and needed to change my account details for the Debit Order payment to be able to go off month end. The consultant changed the account number to my new account number and said that the change will only be effective 1 December 2017 due to processing time. I then said that I will make a EFT payment so that my account shall not go into arrears. November 2017 I made a EFT payment of R1063,00 towards Telkom, but on the 1st of November 2017 the debit order amount of R1062.31 went off of the new account number. This means double payment. I then requested a refund on the 1st of November 2017. They said 5-10 working days. After 5-10 working days I followed up because still no funds have been refunded. I followed up daily which a few consultants told me that the payment has been processed. I went into my Absa branch to check if the money is reflecting and no it was not. I then confirmed the account number into which they said the refund was made and it was the correct account number. I have been struggling with Telkom from the 10 October 2017. This is absolutely pathetic. For starters it was incompentency from a consutant that caused this and now I am the one who has to wait a whole month for a refund. I have not received any help whatsoever from Telkom. Worst service ever!