Telkom debited twice and refuse to refund

I have been debited twice and i have been asking for a refund of R1 600 since the 10th of August and my dispute is being rejected 3 times by the same person named Nombulelo Nzima working at Telkom. It’s annoying how Telkom is quick to debit your account but will never refund you. We have other accounts to pay for and this is not fair!