rejection fee

I took a Telkom contract 2016. My contract was due for an upgrade in August ,I then took a new device in the 29th of August. This Wednesday I was involved in a traumatic event where three guys had me at gun point took my belongings and including my new phone. I called Telkom to block the phone and I was assisted in that regard. Just after that call I got an email with my invoice stating that I need to pay +R1400 end of September. Didn't make sense and I called Telkom again.

I spoke to nontobeko who advised me that I should ignore the email as it was sent before my August payment reflected on their account, it made sense then she confirmed I had to pay 710.58 .. when asked why cause my contract is only for 299 she said Telkom is charging ME a rejection fee of +200 for last months debit order that rejected. I asked which one cause you just confirmed you received August payment, she said Telkom first tried to debit on the 24 of August and my payment date as stipulated in my contract clearly state on the 25th.

I am not going to be penalized for going into my account before the agreed date, if you do not debit on weekend it should be in the next working day. I will not be penalized by Telkoms SOP that doesn't make sense and is not on my contract nor was it explained to me initially even when I took the first phone.

I asked to speak to her Team leader as she couldn't answer my questions, I was "transfered " to her TL who she said her name is Nonkululeko. I was actually placed on hold for a good 1.30min.. until I eventually dropped the call without the TL taking my call. This is poor customer service , your service levels are disgusting.

I do not need this stress right now as I am still dealing with what happened on Wednesday. I will not be penalized for money that you received and for Telkom going in to my account early than agreed. This need to be sorted out urgently. I am so disappointed and disgusted right now. Or is this how Telkom make money out of their clients???

Send me a copy of my contact that stipulates you will debit my account before my agreed collection date! I have the screenshot of the time I waited to be assisted.