Double billed - for my own account and someone else's

I requested to have my service paid for via debit order and was informed that it would take up to 30days in order to have it active - I was informed that I would have to make a manual payment at the beginning of December 2017, thereafter my account would be paid for via debit order as of the beginning of January 2018.

All fair and well, I made my payment on the 2nd of December 2017, only to get home and find out via sms that Telkom SA had debited my account for R600 (with a reference number). I waited till Monday, 4 December 2017 to call in and query the amount being taken off (not my package fee).

I spoke to Verde Goede and she advised that the reference number for the R600 was linked to another customers account and that the amount was debited for that clients service. I was requested to send through my bank statement reflecting my bank account number and the R600 that was taken. I received an email stating that this would be escalated and I would receive feedback.

I called in on Thursday, 7 December 2017 and spoke to Busisizwe and was advised that my bank account number was identical to the other client, which is why the debit order was raised for that account. I was asked to forward everything that I sent to Verde on Monday and this was the first time I was sent an sms notification to say that a dispute was logged (my call on Monday was then repeated to the new consultant). I was also advised to liaise with my bank to see if I share the account number with someone because this could be happening for other accounts as well (which is not the case as this is the first time I've been debited for another persons payment). I've contacted standard bank and have both telephonic and written communication verifying that the bank account number is mine alone. I was informed that the matter will be escalated as the other client is unaware of what is happening and nothing could be done on that persons account with Telkom (...not that it affects the client as I've just paid for both our services). (ref ********** 4)

I decided to call in this morning, 11 December 2017 just to follow up on the dispute and I was informed that the dispute was rejected as I requested the debit order on the account (Which I did, for mine and not the other customers service package and no feedback was given to me. Had I not called in, I would have waited for nothing).

I was informed that a new dispute would be logged with more context in order to have the matter "re-opened" on Telkom's side. I then requested to have my debit order request ignored so that I could then continue with manual payments - however I am in a predicament now, in the sense that my account is still going to be debited for the other customers service package "because our bank account details are a match". I asked to speak to someone else in order to have this escalated, however the consultant Phindile came back informing me that it was mentioned to her supervisor and the matter will be escalated (Samantha Naicker).

I am concerned because my bank account details have been linked to someone else's contract with Telkom. I am concerned as this is the third time I've called in informing consultants of my situation and yet another dispute is logged and then I'm informed that it will take 7-14 working days. I am concerned that there is not form of communication when there is feedback: the query was rejected and I would have just continued to pay for my personal account and someone else that signed up with Telkom.

I can only hope that my bank account number will not be used for more of your customers and that the R600 debited from my account either be refunded or placed in credit on my account for the following months payment.

Please see below and advise accordingly: 1. What is your bank verification process when wanting to raise payments for customers accounts? 2. Should I not receive feedback by 13 December 2017, I will be taking legal action as I have not authorized debit orders to be raised from my account for another customers profile (this was confirmed on your call recording).