Misinformation and disregard for clients

I am writing this complaint out of deep frustration and disappointment with the service I have received from Telkom SA. I believe I have been treated unfairly and inconvenienced due to Telkom’s ongoing errors and lack of accountability. In February 2022, I took out a 36‑month cellphone contract with Telkom through iStore, set to end in February 2025. Later that year, I received a call from Telkom informing me that the instalment they had been deducting was less than the amount originally agreed upon. I was told that I had only been paying for airtime and data — not the device itself. Telkom offered me two options:

Pay the outstanding amount in cash, or Have my contract extended to January 2026.

I was extremely unhappy with this because I had always had sufficient funds in my account for Telkom to deduct the agreed R570.00, yet they failed to take the correct amount. Instead of taking responsibility for their error, the situation was made to seem as though it was my responsibility to detect and report their mistake. I tried to lodge a complaint at that time but was unsuccessful. Fast forward to January 2026: I called Telkom to confirm when my contract would end and to understand the cancellation process because I did not want any further deductions beyond the end date. The consultant I spoke to (unfortunately I do not remember her name) confirmed that the contract would end at the end of January, with the last instalment deducted on 25 January 2026. She even offered me a new contract for ± R65.00 for 20GB, which I accepted, and she assured me that my old contract would be cancelled. However, in February, I received an SMS and email stating that an amount of R616.18 would be deducted on the 25th, and that there would be charges for any unsuccessful debit attempts. Since I was only expecting the new contract debit, I immediately called Telkom to verify. Getting hold of Telkom is a challenge on its own — the self‑service options are unhelpful for matters like this. After finally reaching someone in Billing (a consultant named Nokwazi Nkwanyana), I was told that although my cancellation request was received, it “was not processed.” Throughout the call, she kept placing me on hold and giving inconsistent answers. Eventually she informed me that the amount being deducted is for January, and that because my cancellation was processed on 1 February, the last deduction would now be 25 February 2026. I raised clear concerns:

How can two contracts run on the same number in the same month (February)? I was told “this is possible at Telkom.” Why was I given incorrect information previously about January being the final deduction? I was told “there is nothing she can do.” Why was I not sent any cancellation confirmation at any stage?

Due to the lack of accountability, contradictory information, and the way I was spoken to, I requested that both contracts be cancelled because I no longer trust Telkom. Nokwazi transferred me to Retentions, where a consultant named Dimakatso assisted. Unfortunately, she also could not resolve anything and told me she could cancel the contracts but cannot issue a cancellation letter, as Billing must send it. Billing had told me the same thing — sending me in circles with no resolution. Dimakatso logged a call two days ago, yet I still have no cancellation confirmation. At this point, I do not know whether my contracts are cancelled or still active. This is extremely concerning. I did not want to cancel my new contract initially, but Telkom’s errors, poor communication, lack of accountability, and inability to provide basic service, such as issuing a cancellation letter or escalating a complaint, have made it clear that my concerns are not taken seriously. It truly feels like Telkom is indifferent and even content with losing customers rather than resolving issues caused by their own internal failures. I am requesting:

Immediate confirmation in writing that both contracts are cancelled. A corrected final statement, ensuring no double billing. Removal of any incorrect charges arising from misinformation provided by Telkom agents. A formal apology and acknowledgment of the inconvenience caused.

I hope this matter can finally be resolved.