Formal Complaint – Unresolved Account Closure and False Information Provided

I am writing to formally lodge a complaint regarding the poor service I have received from Telkom. I recently discovered that I am listed as being in arrears for an account I closed in 2022, which was confirmed at that time as settled and closed. To ensure this issue does not negatively affect my credit record, I contacted Telkom to request a paid-up letter. I spoke to a consultant named Bukamuso, who assured me that everything was paid up and that I owed nothing further. He also informed me that a case would be logged for my paid-up letter and that I would receive the SMS with the case reference the same day, while the paid-up letter would be sent to me within 7 working days. However, by late afternoon I had not received any SMS. When I called again, another consultant informed me that no case had been logged at all. I was then told that there is apparently an outstanding amount reflecting as one month in arrears, which Busamossa failed to disclose when I spoke to him. This situation is unacceptable, as I was misinformed and my query was mishandled. I have already provided proof of payment (dated 13 November 2023) for this account, yet I have little confidence it will be properly allocated given the poor service I have received thus far. I request that this matter be urgently investigated and resolved, that my payment be correctly allocated, and that my paid-up letter be issued without further delay.