Billed for number I do not have

Dear Telkom,

I am writing this email since it has been two months and my mobile query has not been resolved. Instead of 1 error there is now multiple errors on my account.

1. I am being charged for a mobile number I never had - ********** 201 (SmartPlan 100) I had a SmartPlan 100 for mobile number - ********** until February 2018 when I upgraded to a FreeMe 1GB Deal on - ********** . My ********** number was switched to pre-paid and I ported my Cell C number - ********** to Telkom. This is the only contract I have.

2. My first call was logged on 08 March - Case no ********** 1. I followed up after 5 days and was told to wait 72 working hours. A week later I phoned again and was told it will be escalated to the teamleader called Brenda. Before month end I phoned again and was told no progress has been made.

3. On 1 April my bank account was debitted with R1012.28 This amount included R293.50 for mobile number - ********** 201 which I never had. Since my case had not receive any attention I contacted my bank to reverse the transaction on 02 April. I then made an immediate payment on of R718.78 (the correct amount owed) on the same day, to Telkom's bank account ********** 598. The difference was the R293.50 for the mobile number I do not have - ********** 201.

4. On 6 April I received an SMS from Telkom Mobile that my case no ********** 1 is resolved.

5. Then on 14 April my bank account was debitted again - now for R596. I phoned Telkom customer care and was told this is the R293.50 I did not pay and R302.50 rejection/penalty fee - WHAT THE HELL... Telkom said my case was resolved?? When I asked to do another follow up on my case number, I was told it has been closed and I must open a new case number. New case number ********** 3 was logged on 14 April.

6. I phoned again on 23 April without any success. I then phoned on 24 April again and asked for the names of the people who dealt with my case because I want to take action. This was after Brenda and Sibusiswe did not phone me as promised.

The amount of time and energy I spent on the phone was waisted... I asked for a walk-in centre and was told it does not exist. Where to go from here - I cannot even cancel my debit order and pay via EFT?

WHAT I EXPECT FROM TELKOM MOBILE. 1. Remove mobile number ********** 201 from my account. 2. Reverse all the charges linked to this number. 3. Reverse the rejection/penalty fee since I did pay my account same day as the debit order was reversed and because Telkom Mobile was negligent on their part - they closed the query as being resolved but then debitted my bank account on 14 April even though the due date for the R293.50 shows 30 April.

Should this not be done, I will be talking to the ombudsman.

I expect to hear from you soon.

Gerhard Wolmarans