Telkom Billing Dispute and Refund Request

I am currently struggling to get a resolution from Telkom regarding a double payment on my account. I made a manual payment on 25 March, and a debit order was processed for the same amount on the same day. I have been told I must wait 14 working days for a refund, which is completely unreasonable given the upcoming holidays. I have already escalated this with ***, but I am not receiving the assistance I need. Can someone with the authority to actually resolve this please contact me ASAP? I need my funds back urgently.