REFUND TAKING 25 WORKING DAYS ??? HOW?

I am not happy with the service given by Telkom mobile. I made a payment to settle my cellphone contract in Oct 2020, I received a statement showing me I have a R 990.57 refund due to me. On the 5th of Nov i went into the store for a refund request on the 5.Nov 2020. I was advised I would receive the funds in 15 working days. I called in on the 25th then was advised should be 27th for the funds to reflect. Then today I called in again I held on line for an hour being transferred from pillar to post. After waiting I spoke to a consultant who said it was only processed on the 25th and I must wait for another 10 working days. I requested to speak to a team leader I waited for 2 hours until the call was cancelled.

***3 was the reference I was provided My cellphone contract is ***