Very upset customer would like to change services

I have been more than enough lenient with Telkom. I have logged a complaint with telkom over two weeks ago that even a case was opened i had to go to the police station to even get an affidavit. Upon calling everyday last week to find out the status of the case and when will i get my refund for something i didnt even Authorize getting debited for something you dont have is clearly *****. I spoke to sindisiwe who i sent the Affidavit to on the 14/04/2023. Till today 20/04/2023 i am still waiting for them to call me. I spoke to Unis today who clearly couldnt understand at the begging when i spoke to her she said that there are many cases opened unresolved and they will investigate my case and come back to me with feddback. When??? 72 hours is over last week already.