A Complete Billing Nightmare With No Accountability

I am absolutely furious and deeply disappointed with the way Telkom has handled my account. What should have been a straightforward home move has turned into an ongoing billing disaster, with different agents giving me completely different explanations and nobody seemingly willing or able to take responsibility.

In May 2026, we moved to our new property and requested a home move for our Telkom services. Before the move could be processed, we were told that we needed to settle an outstanding balance of approximately R1,042. I paid R1,040 on 6 May 2026, and the services were subsequently transferred to our new property.

The services were eventually installed at the new property around 11 May, although there was then another activation issue which took approximately two days to resolve. From that point, we were using the service at the new property.

Then the real nightmare started.

In July, our services were suspended and we were told that we needed to pay approximately R1,330. On 14 July 2026, I made the payment and immediately provided proof of payment. An agent named Neo Sello assisted me, and after dealing with the matter, my services at the new property were reinstated.

So naturally, I believed the matter had been resolved.

Then, on Sunday, the service was suspended AGAIN.

I made another payment of R450 to get the service reinstated. I have now been told that I supposedly owe Telkom around R1,750.

At this point, I am beyond frustrated.

I have spoken to multiple Telkom agents, asking one very simple question:

HOW DID MY ACCOUNT GET TO R1,750 WHEN I HAVE ALREADY MADE MULTIPLE PAYMENTS AND HAVE PROOF OF PAYMENT?

Nobody can give me a straight answer.

I asked to speak to a manager. I was told there was no manager available because they had already gone home.

Today I spoke to an agent named Romawa, who was unfortunately no more helpful. I was told that the R1,330 payment was apparently allocated to the OLD PROPERTY.

This explanation makes absolutely no sense.

We moved in May. The home move was processed. The services were transferred to the new property. We have been using the services at the new property since May.

So how can a payment made in July be sitting against an old property that we moved out of months ago?

And more importantly, if the payment was supposedly for the old property, how was Neo Sello able to reinstate the services at our NEW PROPERTY after that payment was made?

The services were suspended. I made the payment. I supp**** proof. Telkom reinstated the service at the new property.

Now suddenly I am being told that payment was for an address we no longer live at?

Then there is the R450 payment I made recently. I am now being told that this payment doesn't even appear on their system.

How convenient.

I have proof of payments. I have the history of the home move. I have spoken to several agents. Yet nobody seems capable of putting the pieces together and explaining exactly what has happened to my account.

This is not just about the money anymore. It is about Telkom's complete lack of accountability and communication.

Every time I speak to someone, I get another explanation. One person tells me one thing, another tells me something completely different, and when I ask for a manager, there is apparently nobody available.

I should not have to spend hours repeatedly explaining the same situation to different agents while my services are repeatedly disconnected.

I paid what Telkom told me I needed to pay for the home move.

I paid the amount Telkom requested in July.

I made another payment when the service was suspended again.

I provided proof of payment.

Yet I am still being told I owe around R1,750, and nobody can explain how Telkom arrived at that figure.

Telkom, I want a full and transparent breakdown of my account.

I want every payment I have made correctly allocated to the correct account/address. I want an explanation of why the R1,330 payment was allegedly allocated to the old property when the services had already been moved months earlier. I also want the R450 payment investigated because I have proof that it was made.

Most importantly, I want someone with actual authority to investigate this instead of passing me from one agent to another.

I am tired of being told to pay more money when Telkom cannot even explain where my previous payments have gone.

This has been an absolutely unacceptable customer experience.

Telkom needs to stop sending customers around in circles and start taking responsibility for its billing and account management.

I expect this matter to be properly investigated and resolved, with a complete account statement and explanation provided.

At this stage, I would seriously think twice before recommending Telkom to anyone. A company can make mistakes, but what is unacceptable is making the customer repeatedly pay, repeatedly prove those payments, repeatedly explain the same issue, and still refusing to provide a clear answer.

Telkom please stop asking me for more money and start explaining where the money I have already paid has gone.