Abhorrent Service From Social Media Team - Disappearing Fibre Data

I have an issue whereby my Fibre product with Telkom Fibre product where my data cap is being consumed without any devices being connected. I have turned my CPE completely off and data was being consumed still- My usage tracker was indicating 0 open connections, and data was being used.

I reported this to your social media team on Facebook in explicit detail, providing screenshots and detailing very clearly as to how this data was disappearing.

The service I received was from a bunch of different staff all asking me for my ID number over and over again. Then, they kept asking me for my landline number despite me stating that this is a fibre product, I gave them my Vumatel line number, they were clueless as to what this was.

They constantly ignore you and you only receive feedback when you ask a few times. Now, yesterday after explaining the same thing over and over again, I receive a message from a Fred who tells me that I need to take up the matter of disappearing data with my ISP.... I pointed out to him that you (Telkom) are my ISP, I even provided screenshots from my Customer Portal- Why would I contact you if I didn't do business with you?

They were able to answer absolutely NONE of my questions relating to the fact that Telkom is my ISP. I have requested a reference number from them regarding the calls they've logged, they haven't responded. Finally a Frank tells me I need to contact Vumatel.

It's clear to me that Telkom has no idea that I'm a customer to them, my theory is that my account might be registered somehow connected to another customer's fibre line and they are consuming my data. I am seeing absolutely ridiculuous numbers- of me using over 30 gigs a day. I even bought top up data which was consumed almost immediately despite the fact that the CPE was turned off entirely at one point.

I need my query forwarded to a Fibre specialist because your social media team didn't even appear to know what fibre was.

If you can't resolve this matter, then please send me cancellation forms for my Telkom fibre and landline products. I see no need to donate nearly R1000 a month to you if I'm clearly not even a customer on your database. I'll take my business to another ISP and enjoy data which doesn't disappear without reason.