incorrect billing and lack of effective and efficient communication with customers

We have been in contact with Telkom since July/August 2018 regarding an incorrect invoice. We requested an updated invoice be sent to us in order to pay the correct amount instead of an overcharge, a reference number was issued however Telkom failed to get back to us. we contacted then in September, October, November, December and January regarding this same issue on an initial incorrect billing and overcharge which we refused to pay and subsequently services were suspended (reflecting on Telkom side as the reason being that of the customer, which is incorrect as Telkom did not make communication with us as it had said it will). we are being charged for months which we have not had service for and we could not pay for the services as we refused to pay because of their incorrect bill. (companies should send bills to customer which are correct and which customers can easily understand so as to know which services they are being charged and eliminate instances of overcharge because that boarders on unfairness and misrepresentation to customers)

we contact Telkom for the last time telephonically on the 21st of December 2018 where we spoke with a Sanele who and awaited the call of one of the Billing Department Managers Wayne Geswindt who failed to return our call, even though we called Telkom twice on the day to request that management call us back.

the first week of January 2019 i went into a Telkom store in Canal Walk and the staff logged a call and said that someone from the billing department will call us within the hour, until this day we have not received any call whatsoever from Telkom, yet our bill continues to rise and we are sent invoices which are not even clear, there are no calculations regarding the amount and it is not understandable for the client.

i find it highly unfair and against the TCF principles that Telkom issues an incorrect invoice to a client and when the client queries it well in advance of when payment is needed for Telkom to issue a correct invoice to allow for payment to be made, a representative mentions they will be in contact with us, gives us a reference number and provides that it will issue a correct invoice to enable payment and never contacts yet continues to issue invoices with exaggerated amounts when services has been suspended not because of a customers wrong doing as it reflects of their system but because Telkom failed to communicate effectively and and efficiently with customers.

we have raised this complaint numerous time on Telkoms social media accounts and if Telkom continues to ignore us which is a habit of the past 5 months, we will take this matter further.