******** Overbilling and Systemic Customer Service Failure

I took out a cellphone contract in July 2024, under which I was supposed to make monthly payments of R1,430 for a period of 12 months. Despite this clear agreement, the company is still deducting monthly payments from my account, well beyond the agreed term. To put this into perspective, for a device that was meant to cost approximately R24,000, I have now paid close to R30,000. This overpayment occurred solely because no formal buy‑out agreement was processed, something that was entirely outside of my control as I had been for months communicating with them. What is even more unacceptable is that it took the company two full months just to resolve the buy‑out agreement, yet during this time I was still required to continue making payments. This reflects a serious lack of accountability and operational efficiency. I am deeply disappointed and disgusted by the level of customer service I have received. The miscommunication between departments is appalling, agents appear poorly informed, and there is no clear ownership or effective resolution process. At no point did I feel supported or properly assisted as a customer. About two weeks ago I received a call from one of the agents asking if I wanted to upgrade, the same agent then says to me sorry ma'am this call is not meant for you as you have already paid out your buy out amount, how bazar. At this stage, I think the Ombudsman needs to deal with this, who will address it accordingly. I have documented proof of every interaction, including WhatsApp conversations, and I will pursue this matter until the appropriate corrective action is taken and justice is served.