No Service at Vodacom

I have made a payment to Voadcom on the 22nd of April 2020. I teh accidently paid them again on the same contract. The payment was actually ment for another contract I have with them. I phoned them immidiatly and ask to move the payment from the one account to the other. I was advised to send an email to *** to ask to have the transfer done. I was also advised that it will take upto 14 days for the transfer to be done. Since then I had no communication from Vodacom advising that they have transferred the payment over. I have been trying to contact them and all I get is that someone will respond to me. Clearly no one will be responding as it has been almost a month since the transfer as been done. If you cannot transfer the money please advise so that I can then lodge a complaint with the bank and have the money reversed back to my account and redo the payment.