Refusal to pay refund

On the 16th of April I contacted Telkom and asked them to refund an amount I overpaid to them on 29 December 2014. This account is closed and at no point did anyone contact me to advise of the overpayment of R1532.30. They confirmed telephonically that they require a copy of my id and bank statement which I sent on 23 April 2015. On 24 April Karina Reddi sent me an email confirming my documents were received and that a refund will be processed within 10 days.<br> <br> The same day she sent me an email saying they have NOT(the not was in capital letters which I found extremely unprofessional) received the proof of payment I made yet Telkom's accounts department has registered this payment as received and my account is showing in credit which means they received this money. This proof of payment was NOT requested in the beginning.<br> <br> I sent Karina an email on 24 April advising of the above and she did not respond until I followed up on the 5 May. She is still refusing to process my refund even though they have my money on record. I cannot find the proof of payment and expect a payment ASAP.<br> <br>