Received Bill A Year After Cancellation

I am doing this review on behalf of a relative.

Her Telkom line had been requested to be CANCELLED on the 30th of January 2021. Allowing one month for February 2021 and the cancellation confirmed by Ziyanda thereafter telephonically. She confirmed 3 times! She also has email proof.

From understanding a line cancelation cannot be processed if their is any arrears on the account. No mention of ANY arrears at the time of cancelation.

Fast forward to 2022 (about a year later!) she suddenly receives a LETTER OF DEMAND from Telkom that she owes an outstanding balance of R1404.13 and a call from Zoleka from Debt In to say that payment needs to be made!

When my relative made enquiries (as she has never missed her payments how one escaped after all this time is amazing) she was sent hundreds of pages to peruse instead of just the outstanding month invoice. Why!?

Can one imagine working a stressful job as an educator trying to make a difference and then being expected to look through hundreds of pages to find a bill that in all likelyhood should not exist.

Telkom can you explain how a line can be cancelled and then a big bill pops up one year after cancellation.

Please Telkom do not be a monster. Please. There is enough evil in the world.

Can you assist my relative in getting clarity on this matter and finding a resolution? If it was an oversight on our part apologies, and the bill will be setlled. But if not?

Its always best to try and work things out amicably FIRST.