Formal Complaint Regarding Billing and Contract Issues

I am writing to formally address a series of issues I have been experiencing with Telkom since October 2024. I would greatly appreciate your urgent attention to this matter, as it has caused me considerable inconvenience and financial strain.

1. Promotional Offer and Incorrect Billing: In October 2024, I was contacted by a Telkom agent who informed me that as part of a promotion, all customers on the Flaxon 2 plan would be moved to the Flaxon 4 plan for just R50 per month, with the first month being free. I was assured that I would receive a follow-up call before any changes were made. However, in November, I noticed that I had been billed for the promotion without receiving the promised confirmation call.

2. Failed Attempts to Revert to the Original Plan: Upon noticing the charges, I contacted Telkom, and a team leader assured me that they had reviewed the call recording and would revert my plan to the original one. Despite this assurance, the plan was not changed back. I followed up again in December and January 2025, but the issue remained unresolved despite multiple attempts to investigate the matter.

3. Unauthorized Contract Change: Recently, I spoke with an agent who assured me that they would assist in changing my plan back. However, instead of resolving the issue, they altered my entire contract, extending the end date from 2025 to 2027 without my consent.

4. Incorrect Billing Amount and Service Suspension: Subsequently, I received a bill of approximately R16,000 because one of Telkom’s agents canceled my contract without my authorization. My services were cut off due to this negligence. Eventually, after escalating the issue, a representative informed me that the matter would be resolved, and I was advised not to maintain funds in my bank account until the issue was cleared. In early March, I was informed that my new balance was approximately R3,000, due by the end of March. However, on 25 March, a debit order was processed, and despite payment, my account was suspended on 1 April for non-payment. I was informed that it would take seven days to resolve the issue after the debit order was processed, but as of today, eight working days later, the issue persists.

I am extremely disappointed with the service and lack of resolution from Telkom. I request that my original plan be reinstated, the incorrect charges be reversed, and a clear resolution be provided regarding my current billing status. Furthermore, I seek compensation for the financial and emotional distress caused by these ongoing issues.

I expect a prompt and effective resolution to this matter. Please contact me at your earliest convenience to discuss this issue further.