waiting since Nov17 for my refund and no feedback

I have changed banks and advised Telkom that the debit might be returned. They advise me by phone it's no problem, if it returns I can do an EFT from my new bank....which I did right away. They suddenly charged me R200 for this...... then after numerous calls they advised that they will refund me.....no refund happened!!... I got a message afterwards that my account will be back to normal. I sent a screenshot to the ladies email which I have been dealing with since Nov 17. Monett has still not rep**** to any of my mails and they carry on as normal without responding to my refund!!! I need the Service manager to contact me but nothing !!