Test Debit Issue

Firstly, I think Telkom Mobile is a great service. Honestly a very good service provider.

My issue how ever is the fact that the staff don't know the procedures. When I took out this contract I was told to pay a "Test Debit", I did so and only found out at the end of December that this would be refunded back to me after the 3rd debit order has gone off. This has happened as March would've been my 3rd debit. So I phoned Telkom to find out what is happening and when this will be refunded back to me, spoke to Thando, and she then informed me that a case will be opened and resolved withing the next 72-hours. She asked me not to count Saturday and Sunday as it doesn't fall in to the 72-hours.

All good and well, this was on Thursday, it is now Wednesday. To my knowledge and what I was told, it has been 72-hours. So I decided to check in with the online chat team just to follow up, as I don't have the free time to hold on for someone to help me. Waited 20 minutes then someone answered, asked her what's happening and I was told that it's 72 (working) hours. Something I was not told the first time, also just closing the chat probably because I took more than 2 minutes to reply. So the time to resolve this has gone from 3 working days to 9 working days. My biggest issue here is that the staff at the call centers don't know their own procedures. It didn't take Telkom this long to take the money out of my account, for what reason is it taking so long to put it back?

Other than this, Telkom is actually a good service provider, but because of this I am a bit annoyed by them.