Telkom doesn't want to refund us

Telkom is the pits of pits in the most useless companies you'll ever deal with. It took them about five years to terminate our cell phone contract, everytime when the contract come to an end they bill you for something else. This time we fought them to stop this nonsense of theirs and end our contract. Last year December we received an email of a confirmation of refund even today we cannot get hold of a person who deals with refunds at Telkom, everytime when we call we get sent from pillar to post, no one knows how to help us. We went to one of their shops but still no can help us, one sales person requested a call back on our behalf, consultant call back after three days and still she could not help us because they don't deal with refund. Why can't they find a relent department to transfer us to, is it that they don't know how to deal with customers or they don't want to refund us at all.