Ref nr Nosiphiwe Maqa 28/12/2023-10:22

Ref nr Nosiphiwe Maqa 28/12/2023-10:22

Good day,

I would like to bring to your attention my complaint.

I was in arrears and my account was suspended. I called in on the 21/12/2023, calling to pay the outstanding amount and was told that it will debit on the next day, and that my account will be up to date thereafter amd reactived.

On the 22/12/2023, the full outstanding amount of R4569.33 was debited from my account. However, till this day my account is still suspended.

I called and was told that it will take 7 working days for my account to clear on Telkom's side, and it was debited by external Collections. That means the SIM can only be activated next month.

Upon enquiring why, I was told it's a policy and it takes 7 days because I could reverse the debit order. This does not make sense at all, because if I wanted to reverse the debit order I have 40 days to do so with my bank. So the policy is pointless, as I can still reverse the funds upon activation if I intended to.

I also do not buy the fact that the debit order was done by an external Collections, because for a debit go through my bank I need to authorize it, and I only authorized Telkom and the debit order reference was Telkom.

Both these explanations that I was given do not make sense. Also, the lady was able to pick up within seconds that she can see that the funds were debited by "external Collections" - meaning that the info is readily available to you; so why do I have to wait 7 business days yet you have proof that the funds are reflecting?

Please sort this out as I am not willing to wait any longer than I have waited to have my account reactivated.

Regards, Kuhle Mehlwana