Formal Complaint Against Telkom – ******** Line Suspension, Billing Errors, and Refusal to Cancel Services

I am lodging a formal complaint against Telkom for ongoing service failures, billing irregularities, and conduct that is both legally questionable and highly disruptive to my business.

In April 2025, Telkom suspended my business lines and internet for seven days. When I contacted them for an explanation, I was told that the suspension occurred because I was “paying too much”—despite having done nothing wrong. This arbitrary action meant my staff and I were unable to work for an entire week, resulting in serious financial loss. Despite repeated follow-ups, this matter was never resolved.

On 5 June 2025, I was once again informed that my lines had been suspended. Telkom claimed I owed R4,400, even though my regular monthly invoice is R2,154. However, on 30 May 2025, Telkom had already debited R3,330 from my account—well above my monthly invoice amount.

When I queried this, I spoke to a representative named Lesego, who then told me the amount owed was now R6,000—but could not explain how this figure was calculated. During our discussion, I went through the calculations with her, and she admitted that the amount was incorrect. However, I was informed that once an invoice is issued, Telkom will not make any corrections, even if the figures are clearly wrong, and that my services would not be restored until I pay the full R6,000.

When I asked for a solution, I was told I should simply “call back in seven days.” This dismissive response is unacceptable and suggests a complete disregard for customers' rights and the impact of service disruption on a business.

I then attempted to cancel my Telkom accounts, but was told I cannot cancel until I pay the disputed amount—even though Telkom acknowledged that I do not owe it. This is not only irresponsible but also ********, as it effectively forces me to pay an incorrect amount under duress.

As a result of Telkom’s actions, my business has suffered repeated downtime, financial loss, and unacceptable levels of stress and inconvenience.

I am demanding the following: Immediate credit/refund of the R1,176.00 that was over-deducted from my account (R3,330.00 debited vs. R2,154.00 invoice).

Immediate cancellation of all Telkom services related to my business, with confirmation in writing.

Complete removal of my details from Telkom’s database, as I am no longer a customer and my contracts are due for upgrade. There is no outstanding amount legitimately owed.

I have also escalate this matter to ICASA and will pursue legal advice regarding the ******** suspension of service, refusal to cancel accounts, and the financial damages incurred.