Telkom not refunding money they weren’t supposed to debit

I made a manual payment to telkom and they debited money from my account the following day, so I requested a refund and they told me they going to log a refund case which it will take 14 days for them to refund me, 20 days have passed and they haven’t refunded me. I call every day to check if they going to refund and they always tell me that my refund case was unattended and they going to escalate in which they do not. They do not want to refund my money