TRYING TO GET AN ELUSIVE REFUND FROM TELKOM

How do I get a refund due to me? The saga continues, 3 months later. Telkom owes me R12,610.00 after nearly 4 years of debiting my bank account for data that I never requested, or signed up for, as I have always used another service provider for that. After providing the relevant proof of payment- Telkom demanded 3 months bank statements showing their deductions- I still have no refund. They did however credit my Telkom account for R12,610.00 on the landline in question, which I did not want as a) I am moving from that house and away from Telkom for good so there is no point, and b) I prefer to be reimbursed by way of a refund. I am dealing with a Telkom agent in Durban called Lalika and the (031) number she sent me via an SMS with the dispute reference number, rings and rings whenever I call. I have been trying to reach her via that number daily for almost 2 weeks and have gone into Telkom Sea Point (where the service has been fantastic by the way) to ask them to assist by calling her too but even they cannot get through. Plus I have emailed Lalika numerous times and received responses from her only twice, telling me that I have to wait for 'a credit approval report before the debtors will release the credit to you'. Which is bizarre since the relevant department already issued the credit (which means they already approved it!), into the phone account. Can't make this type of nonsense up I tell you- it's beyond frustrating. Allison in Cape Town