Bad customer service at Telkom

On the 1st of December 2020, I became aware that someone had opened an account under my name with Telkom. I immediately took the necessary steps to try and have that particular account cancelled, I went to the police station and made an affidavit stating that I did not open that account and requested that it gets blocked and/or canceled. I then went to telkom store to open a ********** case and I was given a case number and advised that the matter will be investigated.

A week later I took it upon myself to make a follow up on the case with Telkom and I was told that the case is still under investigation.

Telkom continues to debit my account R5500 for this contract that was opened under my name. Every time I enquire, I’m told that the case is still under investigation and that I should let the debit order of R5500 go through!!!! When I ask for how long will this matter take to get resolved no one seems to know.

This is really frustrating! As I use my resources in trying to get Telkom to fix this matter, till today there’s no luck. This contract account that was opened under my name, Telkom never took the necessary steps to ensure that the information provided by that particular person was indeed correct and he/she is the person that they claim to be. No documentation was requested by Telkom from that person who has opened the account! Basically Telkom approved this ******* application, as no security checks were done upon the application process. Telkom was just happy to push sales that’s it!

I have an account with Telkom for about four years and the second account was opened using detailed that are very different from my original account, but this never raised a red flag at Telkom, it is as if they are desperate to make money that they disregard the need to verify information and also protect their clients. Even when a ***** case is lodged, they continue to drag their feet while also continuing to debit the money they know they are not entitled to. Their staff is not helpful also, all they will tell you is that the ***** case is still under investigation, that’s that, nothing else.

All I had asked was to have the account frozen till the investigations have been concluded. I was told that it is not possible to have the account frozen and I should just let Telkom continue debit my account. I really don’t understand how this could ever be possible in a million years!!!

To Telkom, can you PLEASE address this matter urgently! Because it’s causing a lot of inconveniences and there are costs involved.