TELKOM OWES CUSTOMER MONEY

My problem is with the billing department, it has been going on for over 2 months. An amount of R1500 was paid into the telkom account for mail box services by mistake, the cashier was suppose to take R15 and she took R1500. This was done in June we only noticed the mistake when we saw the telkom account was in credit, The R1500 was for the metro bill, the cashier mixed the acounts up. My husband Mike Stalley contacted telkom billing and they said we could get a refund, we just needed to e.mail a copy of Mr. Stalleys ID and a bank statement and we would get a refund. But up untill now this has,nt happened, they ignore our e.mails or their mail box is full, I contacted the support team at telkom and they just say this is a billing query. We just want the money back and our mail box account active and we will pay the monthly fee for R15.82, I dont know what is hard to understand , because the first time they did say we could get a refund. It is no use phoning because you end up holding on and all your air time is used up, we dont have a telkom mobile. The custom service is disgusting, We are pensioners and need that money.