ITC credit bureau affected negatively

I had a contract with Telkom and I requested for the contract to be cancelled in 2017 because the 24 month period had come to an end. It was only in June 2019 that it was cancelled. As per the email below, it was confirmed that the contract had been cancelled and that the rejection fees will be waived off. And I wasn’t informed that there is a fee that I needed to pay in-order for me to get the cancellation letter. And my account was handed over to Credit Bureau without my knowledge. No communication was made in this regard.

Recently me and my Husband we app**** for Home Loan and the application was declined because it was found that the Telkom account has been in arrears for the past 9 months.

Spoke to one of your Telkom consultants, Sbongakonke yesterday and he informed me that I have to pay R387.63 which will clear in 4 days and then thereafter we have to apply for the proof of account closure which will take another 10 to 14 working days. In total 18 days.

The application which we submitted with the bank is only valid for a few days and we are only on the 7th day. And on the other hand, the developer's Offer To Purchase is valid till month end of September 2020, this Wednesday. So this means with your (SLA) turn around time I’m losing this whole deal of purchasing the property for my family. Which is unfortunate and an inconvenience on my side. Considering the fact that I have to wait for 18 days to receive the proof of account closure. And I’m still expected to pay this R387.63 that I was never informed about.

May you please prioritize this case. This has been on going from 2017 till now and it’s still not resolved, how? And when will this be rectified? My credit score is a mess currently for something I tried so hard to close. And the service hasn’t been satisfactory at all.

Can this be logged as a complaint, I really need this to get out of my way. If I have to pay, I will pay but I cannot wait for 10/18 working day’s to get the proof of account closure. I can do the immediate payment, send you Proof of Payment. However I need you to send us the Proof of account closure urgently.

I look forward to hearing from you.

"This happened to my wife and this has not been actioned forever and telkom have resolve this issue we called, chatted with the consultant on telkom website, DM on twitter but no help the last person assisted was Given Modiba" We were told that there's no complaints department but we have to go through social media.