shocking customer service with no resolution

A contract was signed in October at the gateway store due to a query on porting.the device was returned.manager emailed n no response.in December I get charged R6500 4 cancellation in error I was told after several calls. Telkom debited my account.I called back on the 3 January and got reference no ***6 from she need. Assured me in 72hrs I would be refunded into my bank account. Called on 6th n spoke to scelo,Charlotte n eventually the manager zanele gule.she assured me she would resolbe n call me on 7 January after 11. With no call at 14:50PM I CALLED N SPOKE to precious.she assured me zanele was on a call n will call me back when she finishes on the call.2hrs later I called bk n spoke to scelo.finally got zanele whom didn't resolve my problem n said it not her function.she said she informed the back office.asked for other contact details n was told no because of protocol.her manager Sheldon dices is in an important meeting n won't take my call.waiting for his call. No correspondence from the gateway branch or call centre after several hours of calls n emails.the at owing to me is required for me to survive financially n telkom doesn't care or get back to me.help help!