Disgusted in Telkom mobile

I'd rate Telkom mobile a 0. We currently have two contract with Telkom and our monthly payment is R1087 per month. On 5th January our dbit order bounced back or there was a "blackout". We received an SMS from Telkom saying that we need to pay R2174 in the next 24 hours or our services will be unavailable. We made an EFT payment, sent the proof of payment and showed Telkom in the store our bank statement for the amount of R2174. 3 days later we got an SMS saying thank you for paying your services will be restored, the following day our services were locked. Called telkom customer care several times to query why the amount was doubled. I was told that we missed a payment in December, I told the agent that was impossible because we had received a notification on our banking app showing it was paid.

The agent then said she made a mistake, no payment was missed and that the amount we paid for R2174 was for January and for February. I then asked her why must we pay in advance when January is not even over. I have never heard of paying for a service in advance. She then told me that Telkom has trust issues. Today our services are locked canopy receive or make calls, cannot make use of our data etc.

When calling the call center and reminding them about the payment made on the 13th January I get told that it first needs to reflect on their system.

These people have been very inconsiderate. We went directly to our bank to confirm if the payment was made and they said yes. However, Telkom debited our account after we made a payment for the same amount of R2174.

The call center agents have not been helpful in any way and neither has the store. No one seems to care or is willing to assist us with this query when asking to speak to a supervisor or manager we get told there is none available.

I would not recommend anyone to open a contract with Telkom as we have been loyal customers to them and even though our debit order was unsuccessful we paid Telkom double in the same month. The proof of payment should already be proof on its own unless people aren't doing their jobs.