Gareth Meintjies - Account *** - Case ***2

My son Gareth Meitjies has a contract (written agreement) with your company for cell phones. On his contact he has agreed to pay via debit order on the last working day of each month. Last year December 2024 your company decided to debit his account early, with no agreement. Did he ever agree with your company to collect his debit order early? Who will refund him on his unpaid fees on his account? Debit was unsuccessful due to no fund. Then the second debit went off and returned again due to insufficient funds. WHY DEBIT A PERSON'S ACCOUNT WITH NO AGREEMENT. So now your call centre decided to call him and tell him to make a manual payment at Pick n Pay and still advised him to use the incorrect reference number. Please let me know if this payment was allocated as my son discussed with your representative telephonically.

He made the payment as per telephonic conversation on 31 December 2024 and to his surprise his account was debit as well. Please explain to me why he was told to make a payment when you know the system would debit his account? Why do your call centre call customers when they have an agreed debit order arrangement with you? Why don't they wait for the agreed debit order date before they start calling customers to make payments?

What particularly concerned me was "the lack of timely responses," up until now no one called my son to give him feedback on his query. As a loyal customer of Telkom SA, your service is terrible, which is why this experience was particularly disheartening. Up until today NOTHING FROM THEM.