Dispute Regarding Unallocated Payment and Incorrect Arrears – Telkom Account

In December 2025, Telkom attempted to debit my account; however, the transaction was unsuccessful. On 3 January 2026, I logged into my profile using the Telkom app, and the payment was successfully deducted on 5 January 2026. Towards the end of January, I received a notification stating that my account was in arrears and that I owed for December 2025 and January 2026. Although the December payment was late, the fact remains that the payment was made. I logged a complaint with Telkom and provided proof of payment as well as my bank statement, clearly reflecting the merchant's name (Telkom) and the agreed amount of R559.00. Despite this, Telkom has indicated that they are unable to trace the payment. This is concerning, as the payment was made via their app, yet it is not reflecting on their system. As a result, my credit score is being negatively affected due to an issue that is not of my making. I was assisted by Nontembiso Ntantiso, who confirmed that the December 2025 debit was unsuccessful; however, no explanation was provided as to where the payment made in January was allocated. This lack of clarity has had a direct financial impact on me and has affected my credit profile. Further compounding the issue, Telkom debited an amount of R411.00, which I did not authorise. This amount does not reflect on my Telkom statement and has placed my account further into arrears. I have requested written feedback from Telkom in order to escalate this matter to the Ombudsman. But still no feedback. This matter is not resolved.