Vodacom does not want to refund customer on credit amount

Terrible service! There is a credit amount of around R5300 on my mothers account that needs to be paid back. We have struggled for months to get the refund. She receives regular sms' where the credit amount is stated. We have emailed proof of banking details as requested but we do not seem to get any joy from Vodacom.

We have used the following reference number in the bank statements that were mailed to ********** as well as ********** 1/ ********** **********

We have previously emailed the same bank statements to ********** with ref no: 1/ ********** ********** .

We would like to know what information or documentation is still outstanding for the refund to be processed???

Kind regards Gerhard Steenkamp obo MM Steenkamp