Error in Biliing from Telkom leaves 75 year old without a telephone line

My mum is a 75 year old pensioner who has an account with Telekom since forever. She has always paid her account on time each month when she recieves her grant she pays them. Her records with them provea that. From May this year she called as usual for her billing and was told contuounuly that the amount she owes was Nil. She called every month for and was told the same until September 2021 when she recieved a bill for +-1200. When she inquired about the bill she was then told that their automated system was not working so in error it gave the wrong info out for 4 months.

They then said we have to pay this bill immediately. My mum said that she does not agree to this as it was not her fault. She then asked a manager to call me so this matter could sorted.

However no manager called me in fact she was disconnected without warning. I need to be told how can a 75 year old pensioner who recieves a grant of R1890 is expected to pay a bill of 1200 or more in one month when the mistake has never been hers.

Even if she could only pay R50 a month towards the arreas that should of been excepted by Telkom becuase it was their blunder. If one looks at her record she has never reneged on payments ever.

Is this what a pensioner has to endure at the hands of a service provider for a mistake made by them. They are even threatening legal action for somerhing they did wrong.

On addition she needs her phone as she is 75 years old and is a recovering cancer patient who needs her phone as having a cell phone is too expensive for her budget. She was just disconnected without warning. That's not fair and ********* practice.

We are hereby asking that her query be investigated and a decision to reinstate her line be taken. We are requesting that the amount be written off as it was not her fault. Even if the automation system was not working when Telkolm didn't recieve payment for months why was she not contacted to say she was in arrrears. This is totally not acceptable.

We urgently await your response. Her account number with them is ***.

Contact nos:***

Thanks

Nolene Naidoo Daughter of client