Refund process is a nightmare and still waiting

I paid my account in advanced because I knew I was going to cancel my contract I then received a final invoice with a credit amount.

I app**** for a refund on the 06 September, Monday I got told to email a bank statement to prove that I paid my own account to *** However this guy decided not to load my bank statement to my case which is ***. I dont know if he cancelled my case or it was cancelled because he did not upload the bank statement.

I am now speaking to a guy called Thabang Ngxongo. He says the case is cancelled and he cannot re-open the case, I asked him if he can escalate this matter as Telkom is at fault and I have sent the bank statement to the guy with proof of payment. He then says to me that he cannot escalate this matter as per there protocols he cannot escalate as he now needs to open a new case. When I told him that I wanted to speak to a mananger he then told me that there are no managers in the office and that they are all working from home and he cannot transfer me to a team-leader or manager because they are inbound and the managers are not linked.

So bottomline telkom is at fault and I now need to suffer and go through this whole process again. Wait up to 3 days for someone to look at this matter before anything will be done, the first time it already took 5 days just for someone to get to my case so I dont see how they are going to meet there SLA which is supposedly 3 days and then another 5 - 10 days wait time for the refund. I dont understand the thinking. How can they not escalate the matter knowing that use are at fault. You guys definitely need to look into the way use work, why would you not have a system in place that automatically refunds a client when they cancel a contract or put something in place to prevent this delays it is ridiculous. I have been a loyal customer for over 10 years and this is the kind of treatment I have to put up with.

I was now provided with a new case number which is: ***