Telkom nonsense

I called on 8th this month requesting paid up letter and i was informed that i have credited amount which needs to be refunded back to me and i provided my bank details.i recieved an sms last week info me that the matter is bedn resolved but today when i call to follow on the refund i been told a agent has sent email to someone senior asking ifi should be credited what kind of nonsense is that you ask if the credit should be refunded i want my money...teach your agents to write emails..otherwise am going to resort to email your ceo that you are refusing with my funds..