Telkom blatently *****ing my money.

On 19 September 2019 money was debited from my bank account for a new cell phone contract after i phoned in for the new contract. They did not phone me for the contract, i phoned them! A month later i did not receive my device that i was billed for. After numerous attempts to contact customer care centee and being refered from one person to another i finally demanded service from a call centre manager Sibosisso Maphumulo. After great frustration we finally came to the understanding that i am no longer interested in the device or the contract and that i want a refund of the money debited from my bank account as this was theft! I was informed via email by Sibosisso on 14 October 2019 that i will be refunded the full amount within 7 - 10 working days. Today is working day number 18 and have not been refunded yet. After spending more than 1 hour on the phone with Telkom; being cut off constantly, phone being dropped in my ear by customer service consultants, being transfered or refered to 19 different people, i finaaly got ahold of a customer service manager, mrs Dlamini. She however informed me that the matter is closed and requested my bank statement to prove that i did not receive the refund. This however is not acceptable. My bank statements are for my personal use. Surely telkom can prove that the money was paid. I was refered to billing department by mrs Dlamini, but i was told i can not contact them, they will contact me. A case of theft will be opened against telkom for *****ing my money and refusing or failing to refund the money.