second fibre service appeared without my request

second fibre service appeared without my request

I am extremely dissatisfied with how Telkom has handled a serious billing and account issue.

On 12 August 2026, I requested an upgrade of my existing fibre service to 100/100. I did not request a second fibre line, second service or a new contract.

The upgrade was confirmed under: Telkom Order: ***A Openserve Order: SO***4_1

Despite this, my August 2026 statement now shows two Telkom Endless Fibre charges – R1,009 and R799.

I have contacted Telkom several times, but the consultants I spoke to were unable to explain why two fibre services/contracts are appearing on my account.

During my last interaction, a consultant named Buhle told me that I should cancel one of the lines. This is unacceptable. I did not request a second line, so I should not be expected to cancel a service simply because Telkom’s system/account appears to have created or billed for something I never authorised.

I want Telkom to properly investigate:

• Why two fibre services are appearing on my account. • The contract/order reference for each service. • When each service was created. • Which service is my original fibre service. • Which service relates to my 12 August 100/100 upgrade. • What authorisation Telkom has for the second service. • Why I was billed for a second service I never requested. • What the debit already processed was actually paying for.

I require Telkom to correct my account, reverse any incorrect/unauthorised charges and ensure that my legitimate existing fibre service is not cancelled or disconnected.

My existing service must remain active and correctly recorded at 100/100, as requested.

I have kept copies of my statement, order confirmations and communications with Telkom.

I am requesting a proper investigation and written explanation, not simply an instruction to cancel one of the lines.

If Telkom fails to resolve this matter satisfactorily, I will escalate it to ICASA and the National Consumer Commission.

Telkom: Please provide me with a formal complaint/escalation reference number and resolve this matter.