Incorrect Debit Date and Poor Customer Service Experience

Dear Telkom Customer Service,

I am extremely disappointed with the level of customer service I have received since taking out my Telkom Fibre contract. Frankly, this experience has made me regret switching providers — I should have stayed with Vuma.

When I signed up for the 12-month contract, I specifically requested that my debit order run on the last day of each month. Despite this clear instruction, Telkom has been debiting my account on the 25th of every month. I do not understand how this decision was made, especially when the debit date was clearly discussed during the application process.

If Telkom is going to ask customers to specify a debit date, then that request should be honoured. It is not an unreasonable expectation for a customer to decide when their own account should be debited.

What makes this situation even more concerning is that I am currently building my credit profile, and this issue is negatively impacting my credit standing. The incorrect debit date increases the risk of missed or failed debits, which can reflect poorly on my credit record — something I am actively working to build responsibly.

I have contacted the call centre multiple times and have also visited the Telkom store in Cresta. Each time I am told the matter will be escalated or that an email will be sent, yet I receive no feedback and have had to repeatedly follow up myself. This lack of response and accountability is extremely frustrating.

This ongoing back-and-forth without any resolution is unacceptable.

Please treat this as a formal request to:

Correct my debit order date to the last day of the month, as originally requested. Provide confirmation in writing once this has been updated. Explain why the requested debit date was not implemented in the first place. I would appreciate urgent attention to this matter. As a customer, I should not have to chase Telkom repeatedly for such a simple correction.