*****!!! Lack of Responsibility

I am an existing Telkom customer.

I was recently a victim of identity *****. Someone **********ly upgraded my Telkom contract without my knowledge and consent. The ********* called into Telkom and had given them a **** gmail account which he had made up with my name on it to sound convincing and Telkom sent him my information to this email. From this info he identified my upgrade date. He app**** and it was approved and walked out of a Telkom store with a Huawei P10 Gold and a Samsung S8 plus. For 24 months Telkom billed me on my company email but the agent saw nothing fishy in sending my information to a different email. It took approximately 3 weeks for me to get feedback and i was informed by the ***** analyst who was very helpful i might add, that i would be reimbursed and that my initial contract prior to the ***** re-instated. I was getting 1GB date prior to the ***** and Telkom was unable to give me this 1GB after they re-instated my contract as this contract offer was no longer on their system. Because of my lack of options i decided to upgrade and on Black Friday I app**** for an online contract which was declined because i apparently failed the pre-vetting process. Its actually laughable that a ********* was given two contract phones and yet the GENUINE me failed their vetting process. Where was this vetting process when the ***** was done.

When I called into Customer Care I was told that my account is fully paid and because of the reimbur*****t i failed the vetting process and that Sales would resolve this issue. When I called Sales they advised me to escalate my complain to this e-mail ********** (Escalation Centre) which i did. I am still waiting for a response.

It was Telkom that gave my upgrade information to the ********* who intercepted my account and put me at risk in the first place now Telkom tells me my online application is decined due to what was their negligence in the first place.

I am not sure what to do next. The most frustrating thing is the lack of communication and now its the passing of the buck that i have to deal with.

Please Help!!!