Telkom saying that they have refunded me a credit, but it's not showing in my bank account.

After closing my account with Telkom in February 2018, there was a credit on my account which I've been trying to get Telkom to pay out to me. After 8 months of emails, phone calls and Live support chats, I was told that I was paid on the 11/2. I checked but I did NOT receive any payment into my bank account. After calling the call center for the 20th time or so, I was told that the case had been closed, and that the agent had called me, as well as made the payment into my account. I was never contacted by this agent, and the money is not reflecting in my bank account. I did however receive an sms asking to rate an agent's service I had never spoken to, but I ignored the sms as I thought it was sent to a wrong number. The reference number of this case that got closed was ********** 9. The agent's initials MP. I asked Telkom to send me proof of payment, but I was told they can't. I can however send them the transactions from the month to show that there ware no fundspaid into my account, and I checked with the billing department, they do have my correct banking details. What is going on here?