Telkom unable to pay back my refund

I finished my contract with them and asked them for my Deposit refund, since April 19th they have been saying they paid me. That' said and done I was given an email address to forward my bank statement to prove that I never got paid my 2000rand back, up to know I'm still waiting to get my cash back My Case number was ***6 I spoke to *** *** *** ***