Telkom Mobile Poor Service

On the 23rd of June 2018, I accidentally bought an excessive amount of airtime. Instead of R100 that I buy every time, I accidentally bought R1000. I then called the Telkom Mobile helpline immediately so they can help reverse this transaction. I was told that it would take 72 working hours (that worked out to be Thursday 5 June 2018) and was given a case number. On Monday I called again to check how far the investigation is and all I was told is that it would be sorted on Thursday 5 June 2018 and I would receive an SMS from them noting that the matter has been resolved. Yesterday, 5 June 2018, I called to query as to what is happening. The service consultant told me that my case has not been assigned to anyone and a new case needs to be opened. I have never experienced such terrible service in my life. I am now looking to an ombudsman to help get the money back. Considering that I have been with Telkom for 5 years, if not more, and have never given any trouble or received such ridiculous service, I am seriously considering migrating to a new service provider and take along every person I have recommended.