Telkom owes me money and cuts of my cell phone

My wife's mobile phone contract was converted to Pre-paid.<br> <br> When my wife was concerned that she still had airtime to the amount of +- R650.00, I requested the staff member to not do the conversion.<br> <br> She told me it was a process and I requested that if she continues with the process, she must arrange for the credit to be refunded. If there is a problem, she must not do the conversion.<br> <br> That was 18 August 2015.<br> <br> I paid the balance of my account and requested again to have the credit transferred to my kids' accounts.<br> I instructed the lady, Lola, to pass the matter to her manager, which she confirmed by email.<br> <br> I received an sms from Telkom to request my customer satisfaction with Telkom. I gave a 0 and they were quick to reply on the sms and indicated they will take the matter further. (maybe another hoax?)<br> <br> Today 22 September 2015, my kids's phones were disconnected and I have not received any contact from Telkom about the money the owe me.<br> <br> Who is doing anything about this?<br>