Very bad service

Complaint against Telkom I have sent several emails to Telkom regarding my complaint, but my emails keep bouncing back. Last week, I spoke to a Telkom assistant and explained that I have an acknowledgement confirming that I am due a refund. She checked the system and confirmed that she could see the refund request. She told me that the matter was being handled and that Telkom would revert to me by Wednesday last week. I expected the refund because I was charged for a service that did not work. For this month, Telkom has now updated the account to the correct amount of R562, which I acknowledge. However, I am still waiting for the refund that was previously confirmed. What is frustrating is that when a customer pays more than five days after the due date, Telkom charges a R200 penalty. But when Telkom owes a customer a refund, it seems the customer must simply wait as long as Telkom wants, without proper communication or feedback. The customer service is also very disappointing. It is no longer like it used to be. I do not know whether Telkom has too many customers or whether the standard of customer care has simply dropped, but customers are being left frustrated and without proper assistance. I have been a Telkom customer for a long time and previously used Telkom services on my cellphone and SIM card. Unfortunately, I feel that Telkom's standard of service has dropped, especially when it comes to assisting existing customers. I am requesting Telkom to urgently resolve this matter, provide proper feedback and process my outstanding refund. If customers are expected to pay penalties for late payments, Telkom should also take responsibility and deal with refunds within a reasonable time.