Incorrect migration penalty charges

<p>I signed a 24 month Telkom LTE Wifi 10GB Contract at R299 per month on 09/02/2016<br />- I was told I could UPGRADE my contract after 3 months to avoid any penalty charges<br />- 09/05/2016 I UPGRADED my contract from a 10GB to 20GB package. I filled in the attached forms with Heinrich at Telkom Bayside Table View. He did not process my request so I went back to the store on 11/05/2016 and dealt with Cynthia. They both assured me that there would be no additional charges for upgrading. My premium would go up from R299 to R399 per month for the remaining 21 months of the contract (see attached contract). No where does it state I am liable for a R1000 migration fee/device fee.<br />- I received my Invoice end-June and have been charged with the R1000 migration penalty fee.<br />- On 03/06/16 I went into the Telkom Bayside Store and queried the fee with them. They logged a billing case with the call centre and I got a reference no. I was told someone would contact me. The next day I received an SMS to say the case was resolved. Yet I received no feedback. I had to go back into the Telkom Bayside store and was told I was liable for the device fee.<br />- I then spoke to the Bayside Store Manager, Faffa de Jager, as well as a Telkom Mobile Customer Agent, Olga Ncinane and they both assured me that they were not aware of these fees and they would arrange for a credit on my account. Faffa told me that his Agent, Cynthia had not upgraded my contract, but had opened a new contract. This is NOT what I requested. <br />- At least 5 visits to the store, manay phone calls and emails I have not had any feedback. <br />- Please see attached email (Billing Case: ********** 5) where Olga Ncinane advised that I reverse my debit order for Telkom Mobile on 24/06/16 and pay the amount I actually owe them – which was R629.62. I did this.<br />- My account has yet to be credited and on 15/07/16 Telkom Mobile debited my account for R1528 in ADVANCE (R528 was due 24/07/16) with no warning.<br />- My services were suspended on 21/07/16.<br />- I then paid the R1528 due as this was the only way to get reconnected. I am still disputing the R1000 migration fee. Because this agent (Cynthia) at Telkom Bayside Table View put me on a new contract, and not upgrade my current contract I am being penalized. Faffa de Jager told me she will be having a disciplinary. He told me that either she must personally refund me or I can cancel my contract. This is unacceptable. She is a Telkom employee and I feel Telkom is responsible for refunding me!</p>