No response received from Telkom - Re-sending complaint

On 26/02/2018 I requested telkom to move a prepaid line ********** 778 to a new address and I was informed that I have to pay an amount of R264.00 which was paid on the 03/03/2018, in view of that I made contact via internet and by telephone advising yet again that I need the line to be moved. On the 05.04.2018 I called again and was informed that the line has been cancelled and I started questioning them, but no one could tell me why the line has been cancelled. A mission to get through to them on 10213, I called again yesterday I have been sent from pillar to post eventually I spoken to a lady in billings department and she confirmed that payment has been made and an order number has been given for the line to be moved to the new address and to her surprise the line has been cancelled for no reason but on their system it shows the line is still active and she herself was confused. She advised I call the sales again 10213 option 2 and she made it clear to ask for a team leader or manager as the consultants will not help me. I therefore spoken to a lady and she advised the line is cancelled, again I asked what was the reason therefore she could not answer me, I asked why is there an order number given for the line to be moved but the line is cancelled again she could not give me a direct answer. Advised that I will take the matter further because the lady in the billings department said because the order number for the line to be moved has been given and all they have to do is reinstate the line. My complaint is that no one can tell me why the line was cancelled even though an order was given to move the line. Secondly I have paid for the service in advance, thirdly I know for a fact that telkom no longer does pre-paid for home service therefore I wanted to keep that line, and lastly I have been waiting for a year to get the phone advised by Telkom to install free of charge but the phone was not received to date. Please assist as I need this prepaid line which I have gladly paid for.

Official business reply Thank you for making contact with us.

Please be assured that this matter has been escalated to the relevant department and feedback will follow.

Your reference number is AI **********

We apologise for any inconvenience caused.

Kind regards

Charl

Telkom Social Media Team