Ongoing Billing Issues and Unjust Service Suspension – Telkom Mobile Account

I am writing to formally raise a complaint regarding persistent billing discrepancies and repeated service suspensions on my Telkom Mobile account. Over the past four months, I have had to visit a Telkom store on multiple occasions due to my services being suspended incorrectly. In December 2025 and January 2026, I made manual payments to keep my account up to date. Thereafter, my debit order was interrupted due to a change in my banking details. Despite this, a debit order was successfully processed in March 2026, yet my services were still suspended. I visited the Telkom store at Zevenwacht Mall to query why my account reflected arrears and why my services had been suspended. This follows a complaint I logged in February regarding inaccurate account information on Telkom’s systems. During my visit, I was assisted by a store consultant who contacted the call centre. I spoke to an agent named Ayanda; however, the call was abruptly disconnected while I was explaining the issue, which I found highly unprofessional. Furthermore, I was informed that a cash payment of R741, which I had made previously, was incorrectly processed as a “refund” rather than being allocated to my account. As a result, this amount has not been app****, leaving my account appearing to be in arrears. I did not request any refund. It is unreasonable that I am now being required to repay R741 to restore my services when this amount has already been paid and remains unallocated due to an apparent internal error. I request the following as a matter of urgency: Immediate allocation of the R741 payment to my account Reinstatement of my mobile services without further delay A full correction of my account records to reflect accurate payment history Feedback on the steps taken to resolve this issue and prevent recurrence This ongoing situation has caused significant inconvenience, and I expect prompt resolution. Account *** Regards Bradford