Refund not paid

A week ago I complained about how Telkom had not paid my refund of about R1000.00 which accrued when they continued debiting my account after the contract we had had lapsed in October last year. The social media team then contacted me. To be more specific it was Noku Goniwe who contacted me. She sent me an email notifying me that my refund had been processed in December and March. She asked me to check in my account if I had received the refund. I checked and went on to send my bank statement to show her that I had never received my refund. In total I sent three emails to check when I would now get my refund, but I never got any response from her. As I am writing, I do not even know if and when I will be getting my refund.