Vodacom refuses to refund an overpayment

I am trying to help my friend Barbara Kirton to get refunded as she is not internet savvy. She had to pay her Vodacom account of R369.45 but made a finger mistake and paid R36945.00. This was immediately reported to Vodacom. Bank statements and proof was sent through 5 times. Then she received an email stating that the refund is due and will take 7 to 14 days. To this day no refund was paid to her. They are keeping her money hostage.