Complaints | Debit order fees | Service request ***

I am writing to formally lodge a complaint regarding incorrect debit order fees charged to my account, under Service Request ***. I was billed R202.70 as a debit order fee, despite my account being fully paid and in credit at the time. I consistently pay my account upfront, and my account has never been in arrears. I therefore dispute this charge in full. Upon contacting Telkom, I was advised that the charge relates to a debit order. However, this raises serious concern, as there should be no debit order action on an account that is already in credit. I request clarity on: • What debit order was processed, • Why Telkom attempted to debit an account with a positive balance, and • Why fees were charged under these circumstances. I request that the debit order fees charged for October and November be reversed immediately, as they were incorrectly app**** I have attempted to resolve this matter through multiple channels. I was informed that Daniel, who is working from home, could not speak to clients, and Cindy was unwilling to escalate the matter, despite my frustration. While Kgamedi (P) made a genuine effort to assist, her team leaders were not prepared to take my call, leaving the matter unresolved. This experience has been extremely disappointing. I expect a prompt investigation, written feedback, and confirmation of the reversal of the incorrect charges. I trust that Telkom will address this matter urgently and professionally.