Debt Collections Failure to Allocate Payment

I have been been following up on a case that has been escalated to Debt collections. The case number is ***4. I have made numerous calls since end of February 2020 and each time I called, the matter was escalated to Debt Collections, who have never attended to the escalated matter. This is regarding the outstanding amount of R1649.27. This amount was debited From my account in February 2020. It was in fact split into 2 debit orders. The first debit order went off on the 25th of February 2020 and it was an amount of R1236.95 and the second amount went of on 26 February and it was R412.32. When I noticed that I was debited twice on 2 consecutive days, I called Telkom to explain to me what was happening but no one gave me a clear answer and so I reversed the R412.32. The reversal of this R412.32 subsequently affected the debit order of R1236.95 and this resulted in this entire payment of R1649.27 not being allocated.

On 21 April my account was suspended due to this payment not being allocated by the Debt Collections Department. An instruction to allocate the payment was then sent, once again, and then I was required to pay the outstanding balance of R412.32 which I had initially reversed. I made a manual payment of this R413,32 and my services were restored.

However, this R412.32 was never allocated to the the R1236.95 (To make up the R1649.27)and as such, till to this day, this amount is a recurring outstanding amount on my account and has resulted in account perpetually being in arrears.

My account is now suspended once again and I do not have any access to my internet services which I pay for every month without fail. I called this morning to follow up and all I was told was that there is a 72 hour turn around time. This is a major and inconsiderate inconvenience to not have access to services that I pay for and also to have to be told that the issue has been escalated, since March.

The collections department has been sitting with this issue for months and someone isn’t doing their job to fix my bill. My entire account needs a complete re-billing and requires to be urgently updated accordingly.

Please urgently assist and most importantly, please restore my internet services urgently.