Over billed by Telkom mobile

Good day , my name is Tebogo. I had a cellphone contract with Telkom (the cellphone number in question is ********** ) which I opened in June 2015. I didn't pay anything for the phone at the end of June, but then I was back charged at the end of July (paid for June and July). My contract was supposed to end at the end of May. In May, I went to a Telkom store at westwood mall to cancel my contract and they told me I had one more payment to do before my contract expires, but then they canceled the contract anyway. The debit order went out as expected at the end of May.

At the end of June, Telkom still went on and debited an extra R400.00 on my account. I called to find out what that was for, I was told that it was a migration fee, but then later on they changed their statement and said it is a device fee. The case number assigned to my query is ********** 2. My query was that I couldn't be charged for the device as I have paid it up already (June 2015 - May 2017, counting the back pay in July **** it 24 months). I explained this to one of the supervisors and they agreed that it was an error from their side and that I will be refunded.

An email was sent to me on the 11th of August 2017 to confirm that I will be refunded in 7 - 10 working days, it has been almost 2 months since the and I still haven't been refunded. I tried to follow up on this, but when I call their customer care the case number still reflect that I have been charged the device fee, meaning that I must tell the same story to different agents whenever I contact them, I tried reaching through to the supervisor whom I have been talking to before, she promised to call me back on two occasions but yet no contact have been made. I also tried sending emails to her but she is no longer responding to my emails.

Please assist me on this.

Regards

Tebogo Mahasha Contact number: ********** email: **********