Telkom vangate pathetic as well as the area manager

I’ve experienced terrible service from the Telkom vangate store with regards to this o got in contact with the area manager Khaleel where he guaranteed me a refund amount only to tell me it hasn’t been approved after stating it on email that it will be my credit amount.how do you even tell me it’s a goodwill gesture you wasted my time your consultant failed to follow correct procedures and you expect me to be okay??