Still no REFUND

I paid up my Telkom contract and requested to closed it only to find out the amount given was incorrect. A credit of R1645,46 was supposed to be refunded. I then opened up case ***9 and after receiving no calls or email, I then followed up more than 5 times a week only to advised it's still needs to assigned. I called on the 8th Feb only to find out SIBUSISO SAMBO closed the case claiming he called, I have no miss calls or email correspondence and when I call to speak to him his never available. The notes as per the call centre says I need to forward a bank statement after I had given my bank details when I logged the fault. I don't see why I should be sending proof of payment along with banking details was provided. Secondly Sibusiso hasn't made any attempt to call and there is no email to correspond with this so called back office. It's putrid and utterly disgusting the level of service rendered. Telkom is by far the worst service provider I have ever encountered. I expect to be contacted immediately and want a formal apology along with my refund or I'm going to the ombudsman. I very sure all of the other customers share my opinion about their poor service.