Where is my money

So it took me two months and 12 requests to get my Telkom service cancelled. Not once did they do what they said they will do in their responses here - contact and provide feedback. All contact had to come from me. Now I'm waiting to get my money back and not a single person will tell me what the process is and when I can expect a result. Clearly the buck has now been passed and again it is my problem to find the right people and find out what is going on. Why do you not just google customer service? Please just once. Click on the first returned result and I bet you will see something about keeping the customer in the loop. This btw is the same customer that is contributing to your salary, a salary for which you are doing nothing.