******** disconnection – insurance included as credit, account not in arrears

I am writing to warn other consumers about Telkom's ******** billing practices and terrible customer service.

The Issue

My services were disconnected not because I am in arrears, but because Telkom claims I exceeded my credit limit of R2,970. However, their calculation incorrectly includes my insurance premiums as "credit" —which is ******** under the National Credit Act. Insurance is NOT a credit facility.

I have two separate insurance policies with OMART Insure / Old Mutual, each costing R450.19 per month. These are insurance contracts, not credit. My actual credit exposure is only my device installments, which are approximately R2,400—well within my R2,970 limit. The insurance premiums of approximately R1,800 (pro-rata for two months) are separate charges and cannot be used to justify suspension.

To make matters worse, my account is not in arrears—my payment is due on the 20th of each month. Telkom disconnected me before the due date, which is a breach of contract and a violation of ICASA regulations.

The Runaround

I have spent hours trying to resolve this:

· The first consultant I spoke to was rude and condescending. · A second consultant gave me incorrect information and failed to log my case properly. · Another consultant hung up on me when I asked to speak to a manager. · I was promised a callback from a manager at 2pm—I received a missed call that rang for only 6 seconds. · My case was marked "resolved" without addressing my actual dispute. · Telkom then unilaterally increased my credit limit to R3,500 without my consent and demanded I pay R755.50.

I refuse to pay a cent I do not owe.

My Demands

1. Immediate reconnection of my services. 2. Removal of insurance premiums from my credit limit calculation. 3. A pro-rata credit for all days I have been ********ly disconnected. 4. Compensation for inconvenience and loss of service. 5. A formal written apology.

If this is not resolved immediately, I will escalate to ICASA, the National Consumer Commission, and the Ombudsman for Short-term Insurance.

Case: ***3 (illegitimately closed)