Worst in responding to clients but never miss any debit order

I logged a case, case # ***9 with Telkom 2 months ago to refund me for multi sim they charged me on 24 months contract I had with them and I was advise that they take up to 72 working hours to respond. Until today, I have not received response. Every week I call the accounts department, they tell me they are escalating the case with "urgent" but never had anyone calling me back. My last call was on Monday, I demanded to talk to the manager but I was told manager will call me back within 24hours, still not.