I have been attempting to refund an overpaid contract since last year August

I have been attempting to refund an overpaid contract since last year August. I want told to email my statements and POP to ***, which I did twice! Now that I’m trying to call their customer care lien to speak to a human, the line drops because they’ve implemented the TOBI chat bot. Vodacom is working hard at keeping the money they owe me!