Waiting for my money! Unhappy

On the 15 June 2021 I mistakenly made a payment to my Telkom account using an EFT, I Immediately called them to have the money refunded back to me. I have been calling , and calling given different turnaround time. I need the money urgently as I was transferring it to my Grand mother to go to the doc as she is very sick....

Can someone please assist me by speed up the process. Im begging you! What is so difficult to be given back the amount?