Totally Unacceptable - Telkom Management

I have numerous calls, waited on the line for an hour at a time, only for no one to pick up, then I emailed and got a response and when I requested my refund I was told that the payment needs to be allocated, I sent them all documents including the statement that my money was allocated to and was still told that the credit management needs to allocate the funds and only then will they refund me....All documentation was submitted and its been more than a month, I am back and forth with them, I am extremely upset by the service delivery and *********** staff. How difficult is it to view the statement , see the over-payment and Refund my account. There is no proper contact details to escalate the matter, no ombudsmen details nor a customer Manager to deal with the matter. Totally unacceptable behavior yet when they wanted to sell there service, my cell never stopped ringing.