I demand compensation and this fixed

I am writing this email with extreme frustration and disappointment regarding the shocking level of service I’ve received and the damaging impact it has had on my credit rating due to Telkom’s negligence.

On the 5th of December 2024, I took out a double deal cellphone contract with Telkom. During this process, I explicitly provided my Capitec Bank account details and requested that my debit order be set for the last day of each month, starting 31 January 2025.

To my dismay, no debit was processed on that date. Upon contacting your call center, I was informed that Telkom attempted to debit my Standard Bank account — an account I have not used in years and NEVER provided during the application. How Telkom accessed that information is beyond me, and quite frankly, a serious breach of trust.

After the failed debit, I made an EFT payment to the account and reference given to me by your call center agent. I once again requested that my Capitec details be used for all future debits. Despite this, Telkom failed to debit me again on 28 February 2025. I went to your branch, where I was given a statement reflecting a completely inaccurate balance. I made a cash payment at Pick n Pay and lodged a formal complaint with the in-store agent about these discrepancies and the unwarranted penalties app**** to my account.

On 26 March 2025, I was forced to visit the branch again after my line was blocked. An agent requested that I make another early payment — including an extra R14 — which I paid at Shoprite and sent proof of payment. Despite this, my line was blocked yet again, and I then received an SMS stating that my credit score has been negatively affected due to my Telkom account.

This is absolutely unacceptable.

You are penalizing me, blocking my services, and now damaging my credit rating — all due to Telkom’s own administrative failures. I have paid my account every month, followed up more than I should have had to, and bent over backwards to resolve issues caused by your team. And for that, I’m repaid with penalties and a ruined credit score?

I demand a formal written explanation of the following:

Why my Standard Bank account — which I never authorized — was used for the initial debit. Why repeated debit orders have not been processed to the correct Capitec account despite my instructions. A detailed breakdown of all charges and penalties app**** to my account. A formal letter from Telkom to submit to the credit bureaus immediately to correct the false negative listing. Steps you will take to resolve the service interruptions and prevent further issues. Please also advise me on the appropriate legal avenues available to me. I am considering taking this further with ICASA and the National Credit Regulator if this matter is not resolved urgently and to my satisfaction.

I expect a response within 5 business days from the date of this email. I have retained all proof of payments, correspondence, and statements for legal reference if necessary.

Sincerely, Ethel Sekonyela

Telkom ***