Failure to manage contract

Dear Peter

Hello Peter I hope you are well, I am writing to you today to explain about the bad service I am currently experiencing with Telkom.

I currently have a cellphone contract with the company which is on a 36 months contract. The contract was good in the previous year until it all changed in the year of 2022. Since the year has begun the company is failing to take their debit orders on time. The agreement was that the debit order should be debited on the 5th of each month however since the year has begun they make there debit orders in a days that we have not agreed on, days like the 7th,15, 25th just to name a few. In some cases they do not deduct at all and what they do is add it on the following bill without communication at all. When I call the Telkom customer services contact center to inquire and raise the matter they either say :Sometime the debit orders do take at a different date and there is nothing they can do about it. I have also tried to make alternatives by changing the debit order dates since they cannot come up with a resolution to my matter to the last day of the month which the say the have changed and when I call the following month to raise the same issue only to find out that the date was not changed. I have also been given case numbers and when I follow up using those numbers it does not pick any case meaning the people that dealt with me do not complete their tasks. In recent month the debit orders where stopped from being debited and there was still no communication and when I called to inquire I was told that my debit orders where stopped and I was referred to a department that deals with bad debts or debt collection. They advised that I was not paying which was false as the company was doing its own things in my account without my consent and in those bills that where sent they also added arears which I needed to pay which was also not. caused by me. On the month of June I had called to disconnect and end my contract as I have had enough of the bad experience this company has been giving me.I spoke to an agent which have tried to calm me down and tried to fix the issue by advising me to make the payment that was required of R976. They provided me an account to make the payment to and a reference number and mentioned that when I make the payment I must email then the proof of payment and she will make the necessary changes and also will change my debit order date to the one we had agreed on. I made the payment as she has advised to the account she has provided and send proof of payment to her by email and on the 25th of July 2022 I was debited R1472.82 mind you it is still not on my bill date. I called to inquire once again and I spoke to another rep about this matter and they advised that I am owing for a very long time and they have added the latest bill as well which I tried disputing it and sent necessary documents and they escalated and advised that this error will be fixed and my debit orders will continue to be deducted as per usual. Currently the debit order has still dot been taken and yesterday I received an invoice stating that I now have to pay around R1900.00 for my services and just to make you aware that my agreed contract is R488.00 months for 36 months.

I would like to be compensated fully for inconvenience that Telkom has brought upon me, they have also messed up my credit score history as I cannot do anything anymore. I would like a credit for all the months they have failed to make debit orders and putting me on arears for no reason at all. Currently the payment. Lastly i would like the money sent back to my account, clear my name will be expecting a gift card as I was about to disconnect the services.

I kindly request that the matter be looked in and dealt with as it is affecting me for a while and the company is failing to assist. My contact details are: Muzikayise Dladla ***

Yours faithfully: Muzi Dladla