NO HELP

I am writing to formally lodge a complaint regarding the unsatisfactory handling of my Telkom account and debit order for account number ***.

I have always maintained my account in good standing with debit orders processed regularly on the 29th of each month. However, on 30 April 2025, my debit order unexpectedly failed, of which I was not immediately made aware.

On 14 May 2025, my mother received a message from NuDebt indicating that my Telkom account was in arrears, but not only for the missed debit order—the amount was double what I owed. This alarming discrepancy prompted me to investigate, and I discovered the failed debit order.

To my further dismay, on 17 May 2025, Telkom attempted to reprocess the debit order without any prior notification, causing additional banking fees on my side. On 18 May 2025, I visited a Telkom branch to resolve the matter, but I was told that they could not assist me and that I should pay the arrears at Pick n Pay. I paid the full amount and received confirmation of the payment.

Despite this, Telkom has again attempted to debit my account multiple times between 24 May and today, resulting in more unnecessary banking charges. The Telkom app now correctly reflects only the upcoming amount due on 29 May, yet these repeated attempts to debit my account for paid arrears are unacceptable.

Additionally, the persistent messages from NuDebt about my account being handed over for collection and potential blacklisting with credit bureaus have caused significant distress, especially since my account is up to date.

I must emphasize that it is unacceptable that the Telkom shops are unable to assist with such issues, leaving customers with unresolved queries and no clear path for resolution. This lack of accountability and assistance from Telkom’s in-person representatives is highly disappointing.

I hereby request:

A formal acknowledgment of this complaint.

A reversal or compensation for the unnecessary banking charges incurred due to Telkom’s mismanagement of the debit order.

Immediate cessation of the collection and arrears messages, as my account is current and in good standing.

A full explanation of why no communication was sent to me re the failed debit order on 30 April prior to debt collection actions.

I expect prompt resolution of this matter. Should I not receive a satisfactory response within 7 business days, I will escalate this complaint to the Ombudsman for Telecommunications and the National Credit Regulator.

Thank you for your attention to this matter. I trust that Telkom will act swiftly and professionally to resolve this issue.