Telkom contact, but no phone

2 Weeks ago i called the online store to open a contact for the new Iphone XP. Part of this was I pay the R650 first subs for them to release the phone. Guess what. they don't this phone as, according to come its end of range. ( All the other cell providers have it). but anyway. I have as them to cancel it and refund my money. I have now send 10 emails and I have still not got my money. they said its in progress since last week. How long does it take to refund. If only people in the country are dedicated to doing there jobs. The stores are worst. they don't even check if they have stock on any phone, they just say, 'no sorry, they don't have the phone'. Telkom remains the worst when it comes to service. It an open challenge. I dare you