TELKOM IS REFUSING TO REFUND ME!!!!

Telkom refuses to refund me after debiting double my contractual debit amoung. Their agent Nompilo Masikane has been ignoring my emails after she said she would initiate my refund once I provid my bank statement, which I did. I've been following up with no success as SHE is deliberately ignoring my emails. Their billing administration is so poor and, they cannot manage their billing admin, in turn frustrating the customer. The whole team needs to go for customer service training!!!