Double Billing and Incorrect Arrears Notifications

Good day Carolyn Holgate,

I am formally escalating this matter as my account continues to be incorrectly flagged as being in arrears, with repeated warnings that my service will be suspended, despite the fact that I pay my account in advance.

I was previously double-billed and promptly requested that the duplicate charge be reversed. Despite numerous follow-ups, the matter has still not been resolved. Instead, I continue to receive the same statement from your consultants, along with assurances that the matter will be escalated. This is not an acceptable resolution, particularly when the incorrect billing remains outstanding.

I am therefore requesting that this matter be escalated directly to your Customer Service Manager or the appropriate senior manager for immediate intervention. I do not wish to be referred to the WhatsApp service, as I have already attempted to resolve this through the available customer service channels without success.

I also require written confirmation that my service will not be suspended or interrupted as a result of the disputed amount while this billing error is being investigated and corrected.

This situation is extremely frustrating and completely avoidable. I work from home and rely on this service for my livelihood, which is why I make a point of paying my account in advance. It is unacceptable that I should repeatedly receive arrears and suspension notices due to a billing issue that I did not cause and have already reported.

Please treat this as a formal escalation and urgent complaint. I would appreciate confirmation of who has been assigned to resolve this matter, together with a clear resolution and confirmation that my account has been corrected.

I look forward to your urgent response. Ticket Logged SST***.