Complaint Regarding Recycled Number and Lost Data Purchase

Dear Telkom Customer Service,

I am writing to formally express my dissatisfaction with the handling of my prepaid mobile number and a recent data purchase.

I have been using a Wi-Fi router on a prepaid basis for several years, regularly topping up my data. However, after purchasing a new phone that includes monthly data, I did not top up my router for a few months.

On 04/05/2026, I recharged my router with R150 worth of data, only to discover the following day that there was an error. When I contacted the shop, where I topped up, I was informed that my number had been reassigned to another user due to inactivity.

I find this deeply concerning for the following reasons:

I was never notified that my number would be deactivated or reassigned. I was not given any warning or grace period to retain the number. I was allowed to purchase data on a number that no longer belonged to me. I have effectively lost R150, as the data was allocated to another user.

I was advised to visit a store, purchase a new SIM card, and load additional data at my own cost. This is unacceptable. I do not have money to simply lose due to a lack of communication and system safeguards on your part.

I request the following:

A full refund of the R150 data purchase, or equivalent data credited to a new SIM. A clear explanation of your policy regarding number deactivation and reassignment. Clarification on why no notification was sent prior to the reassignment. Measures to ensure customers are not able to load data onto numbers no longer registered to them.

I trust that this matter will be addressed urgently and fairly.

Regards Cheryl Smith