Early Upgrade and Incorrect Overcharged Billing

Dear Telkom Customer Care,

I am a long-term Telkom customer and have generally had a positive experience. I am writing to formally raise a serious concern regarding my recent early upgrade and unexpected billing.

On 22 January, I received an SMS reminding me of my contract renewal and offering an early upgrade. I accepted this early upgrade and visited the iStore in Constantia on 24 January, signing a contract for R759 per month for 36 months. I was informed and understood that since I was upgrading slightly early, I would need to pay a pro-rata fee once off of R1,150, which was successfully debited in February.

However, on 16 March, I called Telkom and was told by staff that I now have to pay R1,149 until April, because that is when my original contract ends. This is extremely frustrating, if I had known I would have to continue paying for the early upgrade period, I would not have taken this option.

I fail to understand why Telkom offers an early upgrade if the customer is still expected to pay full fees for the previous contract period. I have been with Telkom for many years, have previously taken early upgrade options, and have never encountered this issue before.

I request that you: - Investigate and clarify this billing issue. - Reverse any erroneous charges immediately. - Provide a clear explanation of why early upgrades result in extra payments, despite customer understanding.

I trust that Telkom values its loyal customers and will address this promptly