Downgrade and billing

I am writing to lodge a complaint regarding an issue I experienced with Telkom concerning my mobile service linked to the number ***. I attempted to downgrade my data plan at a Telkom branch. However, the staff informed me that to proceed with the downgrade, they would need to issue a new SIM card. Instead of processing the downgrade, they treated it as a cancellation of my existing service.

As a result of this cancellation, I have been charged for the full data plan amount for July despite Telkom's confirmation that I did not use the service. I had logged a case with Telkom's billing department to dispute this charge, but they have refused to correct the billing error. Initially, I was informed that the cost for the new SIM and downgrade would be R135 (downgrade fee) plus a once-off R99 for the new SIM. Instead, Telkom has now charged me R453.

I believe this is an unfair practice and request ICASA's assistance in resolving this dispute. I would like to request that ICASA investigate this matter and help in getting the billing corrected to reflect the initial quoted amounts or to have the charges waived considering I did not use the service in July.

My case details are as follows: - Number affected: *** - Issue: Downgrade treated as cancellation leading to incorrect billing - Charges disputed: R453 instead of R135 + R99

I appreciate your attention to this complaint and look forward to your assistance in resolving this issue with Telkom.