Unable to capture refund

I had made a payment for my Telkom account however I was still debited. I had went online to the Telkom website and requested to speak to a consultant online. I spoke to a person by the name of Lindiwe and she had told me that the refund can only be done after the 5th as the payments get transferred to billing. I just need a refund to be captured and I am willing to wait 10 working days as she has stated. She has refused to help me and said that she cannot do anything now