wrong number recharged by mistake telkom cant assist

Hi, I recharged the wrong number on Friday (20 March 2020) around 1 pm through the standard bank. I called Telkom customer care and I speak to the lady by the name Dlamini. She requested me to send the bank statement to prove I have bought airtime. In order to processed the airtime refund. I did not received airtime. I send the follow up email to Dlamini on Saturday (21 March 2020) and she didn’t respond. On Tuesday night (24 March 2020) I was chatting with Boitumelo on Telkom chat and she ended chat while I was still typing. I was called customer care after initiating a chat again and I was told that no call was logged. The lady that I was talking to game me an email address to forward the bank statement again to show it to her manager on Saturday morning (25 March 2020) but the email bounced and complains that is not found.