Messy Accounts and Billing Department

I got a new bank account and had to wait until I could add it to my account with Telkom Mobile.

I contacted Telkom in July to add my new bank account and since adding the new bank account it has only been issues. On the call, I was advised that my bank account will not be debited in for the bill on 25th July and I have to make a manual payment. On 22 July I made the manual payment to Telkom and the following Monday 25 July my account was debited with the amount owed (R3926). I immediately called Telkom and they advised that I reverse the debit order which I did. For the following month of August, all went well and my bank account was debited as it should have been.

From September onwards it has only been issues with them. The bill for September was R3944.51 and was never once debited from my account. My service was interrupted in mid-October and I could not use my number for any outgoing calls or use the data. I was in arrears for two months now and the bill for 25 October was R8248.48, however, this amount was never deducted from my account on 25 October. An amount of R5361.51 was rather deducted from my bank account even though R8248.48 was available in my bank account.

On 3 November my service was reinstated. I then received a message on 12 November that my service will be suspended as I am nearing my credit limit. I then called Telkom to ask if I can have the arrears split over two months for November and December 2022 and they flat out refused, knowing this isn't my problem and that they aren't taking debits from my account and each time they do not complete the debit orders it costs me an additional R202. I was advised I would have to pay 40% of the amount owed for this month now immediately to have my service reinstated (which I do not have as I made an agreement with them for 25th) and the 60% difference will be debited on 25 November.

My service is currently suspended due to the arrears, however, this is not my fault as they aren't debiting when they are supposed to. I want service reinstated and the arrears bill to be split over two months and their incompetence is affecting my affordability. This has caused me so much trouble and want this looked into immediately.