Telkom bad service

I'm not happy with Telkom. I have requested for a refund from them as I bought airtime using nedbank sendimali and I did not receive the airtime but the money was already deducted from my account. I called and spoke to Lindani Tevin Mkhwa**** and he advised that I send him a screen shot of the proof of purchase which I did. On the 12th March 2019 I called to follow up and was advised that there was no case and I should request for a case number from Lindani. Later on I received the Case number and I was told that I will get feedback in 72hours. On the 18th March I spoke to O****leng Morare who was unprofessional and laughed when I advised her of my query though she apologised I felt that she needs to be professional . She requsted me to send her the proof which I did however she did not escalate my case. I'm disappointed with the service. I hope the manager who agreed to assist will do so because it's been 5 weeks now and something like this should be sorted in a short space of time. TCF is important especially within the client service sector.