Formal Complaint Regarding Incorrect Billing, Lack of Feedback on Investigation, and Unprofessional Conduct by Service Consultant

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding several issues I have encountered with my Telkom account, including incorrect billing, lack of communication following an investigation, wrongful service suspension, and unprofessional conduct by one of your service consultants.

In October, I lodged a complaint with Telkom after noticing that I was being overcharged. My agreement with Telkom was to pay R389 for both contracts I hold with them. However, I observed that Telkom had been debiting R538 per month from my account — an amount that was never authorised by me.

I was informed that the matter would be investigated. Unfortunately, I was never updated on the outcome of this investigation. The only indication that something might have been done was when I noticed on my last month’s invoice that Telkom had credited me approximately R400 and something. Based on this, I assumed that the amount would go towards my Telkom account balance.

However, to my surprise, I discovered this morning that my services had been suspended. When I called Telkom to inquire, I was told to check my bank statement to see if the refunded amount had been paid directly into my account. I confirmed that I had not received any payment, meaning the funds were not returned to me.

During this call, the consultant I spoke to was dismissive, unhelpful, and unprofessional. She appeared unwilling to assist in resolving my concern. What was most unacceptable was that, at one point, she laughed with her colleagues while I was still on the line, which I found extremely disrespectful and unprofessional.

I would like to formally request the following:

1. A full written explanation of the outcome of the investigation regarding the overcharges and the refund of R400 and something. 2. Immediate reinstatement of my Telkom services, as it is unfair that my account is suspended while Telkom still owes me money. 3. A formal apology and appropriate action taken regarding the unprofessional conduct of the consultant I spoke to on 11 November, 08:58.

I trust that Telkom will take this matter seriously and address it promptly.