Withholding Money owing to me.

I closed my account with Telkom around Nov 2021,and was sent an account payable by the 26 of Nov,this was promptly paid. On the 4th of Dec I received a final invoice,with a refund owing to me,the only answer I got from Telkom was from Liwania, who asked for Id documents etc.8 /12 /22 since then there has been no answer from anybody as to why no refund has been paid out to me.