Telkom ******* debit order and no restoration

Elaine Sefulu responded to my query asking for my details - i responded within minutes of her mail. She has not responded since its 7 days ago now! Telkom has placed a non authorised debit order on my ***-00 has been deducted due to error in processing a form submitted 2015/02/18. a telkom call centre person confirmed telkom error and that it has been escalated. Now Telkom is basically not communicating with me any more and won't refund my money which was *******ly deducted! i have sent all supporting documents.No one will provide me with the person to whom the matter has been escalated. i have been sitting on hold for the last 28minutes now. its basically a get lost ploy!