Telkom makes excuses in refunding monies due for 4 months

Telkom took money out of my bank account on the 7th December 2017. Four months later I am still battling to get my money refunded from them even though the case ********** 6 has been escalated to the billing department with the proof of the deduction. Today my call was put on hold for an hour only to be disconnected in my ear. Not once has Telkom ever contacted me regarding this matter. Once an excellent company that's standards has gone bad.